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Citizen turned Customer: An exploration of a successful public sector innovation
Mid Sweden University, Faculty of Human Sciences, Department of Business, Economics and Law.
2016 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Innovations within the public sector has been emphasized recently, as change occur rapidly in today’s society. In order for the organization to overcome the pressure these changes can create, it is necessary for them to gather new insights quickly and also use the new knowledge to become more effective. Otherwise, the organizations existence could be in danger. Through embracing the concept of a learning organization that facilitates creativity, innovations can be created. Earlier research has focused to a great extent on innovations within the private sector. Therefore, to understand how innovations prosper within a public organization’s, this study investigated a Swedish public organization transition towards becoming customer oriented. The emphasis was laid upon the manager’s experience and implementation of the innovation. Through semi-structured interviews, the study found that this process has taken many years. The managers have focused on communication in order to implement the customer orientation, as this change was a planned process. The managers also stated to have great autonomy in the way that they work, which creates a flexibility both for the managers and employees. Furthermore, empowerment was emphasized. Lastly, suggestion for future research was discussed, e.g. to study different viewpoints regarding the implementation of an innovation in a public sector organization together with participant observations.

Place, publisher, year, edition, pages
2016. , 116 p.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:miun:diva-28250OAI: oai:DiVA.org:miun-28250DiVA: diva2:945483
Subject / course
Business Administration FE1
Educational program
Master programme (one year) in Business Administration, Marketing and Management SFMMA 60 higher education credits
Supervisors
Examiners
Available from: 2016-07-01 Created: 2016-07-01 Last updated: 2016-07-01Bibliographically approved

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CiteExportLink to record
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Citation style
  • apa
  • ieee
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  • vancouver
  • Other style
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Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
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  • asciidoc
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