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Influence of customer feedback in driving service innovation in the public sector
Mini Dissertation (MBA)--University of Pretoria, 2024.
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| Format: | Thesis |
| Language: | English |
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University of Pretoria
2025
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| _version_ | 1867613498003947520 |
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| access_status_str | Open Access |
| author2 | Myres, Hugh |
| author_browse | Myres, Hugh |
| author_facet | Myres, Hugh |
| collection | Thesis |
| dc_rights_str_mv | © 2024 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. |
| description | Mini Dissertation (MBA)--University of Pretoria, 2024. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/101892 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:37:05.780Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2025 |
| publishDateRange | 2025 |
| publishDateSort | 2025 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/101892 Influence of customer feedback in driving service innovation in the public sector Myres, Hugh ichelp@gibs.co.za Mbatha, Mandisa Faith UCTD Customer Feedback Service Innovation Public Service-Dominant Logic Customer Input Technological Integration Mini Dissertation (MBA)--University of Pretoria, 2024. 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. Gordon Institute of Business Science (GIBS) MBA Unrestricted Gordon Institute of Business Science (GIBS) SDG-09: Industry, innovation and infrastructure 2025-04-08T08:09:20Z 2025-04-08T08:09:20Z 2025-05-05 2024-11 Mini Dissertation * A2025 http://hdl.handle.net/2263/101892 en © 2024 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. No part of this work may be reproduced or transmitted in any form or by any means, without the prior written permission of the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | UCTD Customer Feedback Service Innovation Public Service-Dominant Logic Customer Input Technological Integration Influence of customer feedback in driving service innovation in the public sector |
| title | Influence of customer feedback in driving service innovation in the public sector |
| title_full | Influence of customer feedback in driving service innovation in the public sector |
| title_fullStr | Influence of customer feedback in driving service innovation in the public sector |
| title_full_unstemmed | Influence of customer feedback in driving service innovation in the public sector |
| title_short | Influence of customer feedback in driving service innovation in the public sector |
| title_sort | influence of customer feedback in driving service innovation in the public sector |
| topic | UCTD Customer Feedback Service Innovation Public Service-Dominant Logic Customer Input Technological Integration |
| url | http://hdl.handle.net/2263/101892 |