Hodgkinson, Ian R.; Hannibal, Claire; Keating, Byron W.; … - In: Journal of Service Management 28 (2017) 5, pp. 998-1023
Purpose In providing a fine-grained analysis of public service management, the purpose of this paper is to make an important contribution to furthering research in service management, a body of literature that has tended to regard public services as homogenous or to neglect the context...