Customer role in public service operations

Isabell Storsjö

Research output: Chapter in Book/Report/Conference proceedingConference contributionScientific


Pressure to serve ‘citizen-customers’ better and more cost-efficiently has urged the public to adopt commercial sector operations management practices. However, multiple goals of public services and conflicting stakeholder requirements complicate the task of fulfilling customer needs and expectations. This paper intends to clarify the customer role in public service operations.
Original languageEnglish
Title of host publicationPOMS 26th Annual Conference : RELEVANCE: Expanding POMS research, teaching, and practice to help organizations, society, economics, and the environment
Number of pages6
PublisherPOMS - Production and Operations Management Society
Publication date2015
Article number060-1236
ISBN (Electronic)0-692-40830-4, 978-0-692-40830-8
Publication statusPublished - 2015
MoE publication typeB3 Article in conference proceedings
Event2015 Annual Production and Operations Management Society Conference (POMS) - Washington Hilton, Washington, United States
Duration: 08.05.201511.05.2015
Conference number: 26


  • 512 Business and Management


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