Abstract:
The public sector faces a growing urge to improve its service delivery and organisational
outcome, driven by rising customer expectations. This study aimed to acquire a deeper
understanding of customer feedback within the context of service innovation in the public
sector. Successful implementation of service innovation based on customer feedback in
the public sector requires careful consideration of the sector’s unique context and
tailored needs.
The study employed a qualitative exploratory approach grounded in an interpretivist
methodology. Semi-structured interviews were undertaken with twelve participants
whose perspectives were analysed using the public service-dominant logic framework.
The findings highlighted the impact of customer feedback on several key areas:
leadership, collaboration, innovative solutions, strategic alignment and planning, as well
as insights and decision-making. From a technological integration standpoint, the study
emphasised the importance of value co-creation, the role of AI/ML, operational
efficiency, and the need for customisation and adaptability in technology. Additionally,
the research underscored the significance of customer input through idea generation,
iterative development, and active customer engagement, which is pivotal in driving
service innovations within the public sector.
The study’s findings contributed to the literature through the combination of customer
feedback impact, technological integration, and customer Input and consequently
developed a conceptual framework for customer-driven service innovation. Furthermore,
the managers in the service organisations can use the conceptual framework, and the
public sector can use the conceptual framework.
