Abstract
The purpose of this chapter is to present the relationship between public service design and public trust management in the context of ensuring the continuity of public trust-based organizations. It is particularly important to pay attention to the criteria of this continuity with regard to the various interpretations of the sustainability concept. The scope of this chapter includes the principles of building a concept of sustainable management with respect to ethics, economics, and ecology to meet the expectations of stakeholders in public organizations.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Alford, J. (2009). Engaging public sector clients. From service-delivery to co-production. Basingstoke: Palgrave Macmillan.
Bandura, A. (2001). Social cognitive theory: An agentic perspective. Annual Review of Psychology, 52(1), 1–26.
Blind, P. K. (2007). Building trust in government in the twenty-first century: Review of literature and emerging issues. Symposium Conducted at the Meeting of the 7th Global Forum on Reinventing Government Building Trust in Government, Vienna.
Bouckaert, G., & van de Walle, S. (2003). Comparing measures of citizen trust and user satisfaction as indicators of ‘good governance’: Difficulties in linking trust and satisfaction indicators. International Review of Administrative Sciences, 69, 329.
Bovaird, T. (2007). Beyond engagement and participation: User and community coproduction of public services. Public Administration Review, 67(5), 846–860.
Brandsen, T., & Honingh, M. (2016). Distinguishing different types of co-production: A conceptual analysis based on the classical definitions. Public Administration Review, 76(3), 427–435.
Brown, T. (2009). Change by design: How design thinking transforms organizations and inspires innovation. New York: Harper Business.
Buzan, T., & Griffiths, C. (2010). Maps of thoughts for business. Łódź: Wydawnictwo JK.
Cooper, R., Junginger, S., & Lockwood, T. (2010). Design thinking and design management: A research and practice perspective. In T. Lockwood (Ed.), Design thinking: Integrating innovation, customer experience and brand value (pp. 57–63). New York: Allworth Press.
Denhardt, J. V., & Denhardt, R. B. (2003). The new public service. Serving not steering. Armonk: M.E. Sharpe.
Dym, C. L., Agogino, A. M., Eris, O., Frey, D. D., & Leifer, L. J. (2005, January). Engineering design thinking, teaching, and learning. Journal of Engineering Education, 94(1), 103–120.
Elkington, J. (1998). Accounting for the triple bottom line. Measuring Business Excellence, 2(3), 18–22.
Ferlie, E., Ashburner, L., Fitzgerald, L., & Pettigrew, A. (1996). The new public management in action. Oxford: Oxford University Press.
Fledderus, J., Brandsen, T., & Honingh, M. E. (2014). Restoring trust through the co-production of public services: A theoretical elaboration. Public Management Review, 16(3), 424–443.
Gelderman, C. J., Semeijn, J., & Vluggen, R. (2017). Development of sustainability in public sector procurement. Public Money & Management, 37(6), 435–442.
Kożuch, B. (2004). Public management in the theory and practice of polish organizations. Warszawa: Wydawnictwo PLACET.
Kramer, R. M. (1999). Trust and distrust in organizations: Emerging perspectives, enduring questions. Annual Review of Psychology, 50, 569–598.
Kramer, R. M., & Cook, K. S. (2004). Trust and distrust in organizations: Dilemmas and approaches (pp. 1–18). New York: Russell Sage Foundation. isbn:9780871544858.
Lewicki, R. J., & Bunker, B. B. (1996). Developing and maintaining trust in work relationships. In R. M. Kramer & T. R. Tyler (Eds.), Trust in organizations: Frontiers of theory and research (pp. 114–139). Thousand Oaks: Sage Publications.
Lindberg, T., Noweski, C., & Meinel, C. (2010). Evolving discourses on design thinking: How design cognition inspires meta-disciplinary creative collaboration. Technoetic Arts: A Journal of Speculative Research, 8(1), 31–37.
Margolin, V., & Buchanan, R. (1995). The idea of design. Cambridge: The MIT Press.
McKnight, D. H., Cummings, L. L., & Chervany, N. L. (1998). Initial trust formation in new organizational relationships. Academy of Management Review, 23, 473–490.
Offe, C. (1999). How can we trust our fellow citizens? In M. E. Warren (Ed.), Democracy & trust (pp. 42–87). Cambridge: Cambridge University Press.
Osborne, S. P., & Strokosch, K. (2013). It takes two to tango? Understanding the co-production of public services by integrating the services management and public administration perspectives. British Journal of Management, 24, S31–S47.
Ostrom, E. (1996). Crossing the great divide; co-production, synergy, and development. World Development, 24(6), 1073–1088.
Ostrom, E. (2000). Collective action and the evolution of social norms. The Journal of Economic Perspectives, 14(3), 137–158.
Park, S. M. (2009, October 1–3). Toward the trusted public organization: Untangling the leadership, motivation, and trust relationship in U.S. federal agencies. This paper will be presented at the 10th National Public Management Research Conference, Columbus, Ohio.
Pestoff, V. (2012). Co-production and third sector social services in Europe: Some concepts and evidence. VOLUNTAS: International Journal of Voluntary and Nonprofit Organizations, 23(4), 1102–1118.
Pestoff, V., Osborne, S. P., & Brandsen, T. (2006). Patterns of co-production in public services. Public Management Review, 8(4), 591–595.
Petukienė, E. (2010). Coproduction of public services: Individual versus collective customer participation. Iešoji Politika Ir Administravimas Public Policy and Administration, 32, 137–147.
Raport Bureau of European Policy Advisors. (2011). Empowering people, driving change: Social innovation in the European Union (pp. 36–38). Luxembourg: Publications Office of the European Union.
Roam, D. (2010). Draw your thoughts. Gliwice: Wydawnictwo Helion.
Rotter, J. B. (1966). Generalized expectancies for internal versus external control of reinforcement. Psychological Monographs: General and Applied, 80(1), 1–28.
Rudkin, I. B. (2015). Design thinking for entrepreneurs and small businesses. Gliwice: Helion.
Schaltegger, S., Bennett, M., & Burritt, R. (2006). Sustainability accounting and reporting: Development, linkages and reflection: An introduction. In S. Schaltegger, M. Bennett, & R. Burritt (Eds.), Sustainability accounting and reporting. Dordrecht: Springer.
Schaltegger, S., & Burritt, R. (2000). Contemporary environmental accounting. Sheffield: Greenleaf.
Scott, A. (1999). Trust law, sustainability, and responsible action. Ecological Economics, 31, 139–154.
Seddon, J., & Brand, C. (2008). Debate: Systems thinking and public sector performance. Public Money and Management, 28(1), 7–9.
Sienkiewicz-Małyjurek, K. (2016). Production innovation in public management at local level, Zeszyty Naukowe Politechniki Śląskiej Seria. Organizacja i Zarządzanie, 89(1949), 421–435.
Six, F. (2007). Building interpersonal trust within organizations: A relational Signaling perspective. Journal of Management of Governance, 11(3), 285–309.
Sobota, D., Bojar, W., & Zajdel, M. (2014). Design thinking as a method of intensifying regional development. Marketing i Rynek, XXI(10), 183–189.
Sześciło, D. (2015). Co-management as a co-production of public services. Zarządzanie Publiczne, 1, 19–20.
Van de Walle, S. (2010). New public management: Restoring the public trust through creating distrust? In T. Christensen & P. Lægreid (Eds.), The Ashgate research companion to new public management (pp. 309–320). Aldershot: Ashgate.
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2018 The Author(s)
About this chapter
Cite this chapter
Jabłoński, A. (2018). Public Service Design and Public Trust: Conceptualizing the Sustainability. In: Kożuch, B., Magala, S., Paliszkiewicz, J. (eds) Managing Public Trust. Palgrave Macmillan, Cham. https://doi.org/10.1007/978-3-319-70485-2_10
Download citation
DOI: https://doi.org/10.1007/978-3-319-70485-2_10
Published:
Publisher Name: Palgrave Macmillan, Cham
Print ISBN: 978-3-319-70484-5
Online ISBN: 978-3-319-70485-2
eBook Packages: Political Science and International StudiesPolitical Science and International Studies (R0)