When service users say "no": Exploring value failure from a PSE perspective

At the core of the public service logic (PSL) framework is an explicit focus on “value”, referring to the ultimate “impact” of public service delivery (Osborne et al., 2018; Osborne et al., 2021; Osborne, 2021). In alignment with extensive discourse on customer value and perceived value in the business service field (Zeithaml et al., 2020), PSL scholars assert that the elements of value in the public service field are multidimensional. These elements encompass changes in the well-being of not only individuals but also organizations and society (Cui & Aulton, 2023). Proponents of PSL therefore contend that public services ought to be assessed based on their ability to facilitate value creation in various forms, rather than being evaluated on a single economic metric, as suggested by New Public Management (NPM) theory. This articulation is based on acknowledging public services as “services”, against the inherent “product-dominant” logic of NPM (Osborne et al., 2018; Alford, 2016).