OSBORNE, S.P. ... et al, 2015. The SERVICE framework: a public-service-dominant approach to sustainable public services. British Journal of Management, 26 (3), pp. 424 - 438.
In this paper we argue that the new public management has been a flawed paradigm for public services delivery that has produced very internally efficient but externally ineffective public service organizations. Subsequently we develop the SERVICE framework for sustainable public services and public service organizations. This framework is rooted within the public-service-dominant business logic and emphasizes the need for a focus on external value creation rather than internal efficiency alone.