I have a vacancy for a PhD position – as part of a European project – Empowering citizens to transform public administration – BAP-2016-528
In this new paper in the Journal of Service Management I develop a research agenda for studying public service failure alongside private service failure. The paper ‘When public services fail: a research agenda on public service failure’ shows that service failures in a public and a private context are different. There are different failure types and different standards of failure. Public management literature mainly studies collective and political reactions to service failure, whereas the private service management literature tends to focus on individual reactions. Finally, attention for service recovery was found to be very limited in the public services literature.