Keywords
Government, health services, housing, partnership,
innovation, policy-making, governance, accountability,
diversity, devolution, accountability, governance,
organisational development, staff development
Expertise
In the current climate the challenges facing public service
managers are becoming more acute. Expectations of
quality remain high and there is a demand for new and
innovative responses from national, regional and local
public agencies – yet the resources supporting innovation
and the maintenance of quality seem likely to diminish.
Leaders are being asked to work in new ways, with new
partners, to achieve a concerted impact which is
demonstrable and measurable.
Building trust, developing shared vision and creating
spaces for innovative local responses to the social,
environmental and economic challenges of the coming
years must lie at the heart of public sector management.
This will demand a great deal more flexibility in the way man-
agers think about services and their delivery that will involve
new ways of working and the development of new skills.
The University of Liverpool has a long-standing reputation
in the field of public management research, education and
training. We have worked with national, regional and local
bodies, including Welsh Government-sponsored bodies,
non-departmental public bodies in England, the British
Transport Police, Merseytravel and local authorities and
NHS bodies across the North West.
Our expertise, based on real-world studies and
experience, can help to develop new working practices,
and identify synergistic and efficient partnerships.
Capabilities and facilities
•
Continuing professional development (CPD) and
short courses for managers on contemporary
challenges
•
Masters programmes aimed at graduate trainees or
middle-managers
•
Research and consultancy services related to public
service policy, management and delivery.
Management & Enterprise
162
4.
Government and policy
APPLICATION AREAS
•
Arts and leisure
•
Built environment
•
Defence and security
•
Healthcare and pharmaceuticals
•
Society and community
•
Sustainability
•
Transport and infrastructure
Keywords
Tourism marketing/management, retail marketing/
management, place marketing/management, social
media, customer experience
Expertise
The University of Liverpool provides insights into
service-oriented business and organisations. We have
studied service orientation, service innovation,
‘
servicescape’ design, service quality and the service
marketing mix. We also have specialists in the
service-dominant logic of marketing, social media
and the emerging discipline of service science.
We have considerable expertise in the customer/consumer
experience and we have developed robust research
methods which range from conventional questionnaire
surveys, focus groups and in-depth interviews to more
innovative methods. These include multiple autoethno-
graphic accounts and customer-critic approaches, which
are more appropriate for researching consumer life-worlds
and experiences. A current research focus is on citizens
who fail to reach a level of consumption adequacy.
Our Centre for Experiential Consumption Studies
takes an interdisciplinary approach to the study of the
consumer experience and consumption. Through
continued support and development of existing
consumer groups we conduct research into a wide
range of experiential consumption topics relevant to
consumers and their quality of life, as well as clients in
private, public and not-for-profit sectors.
Relevant centres and groups
•
Centre for Experiential Consumption Studies.
5.
Services management and experiential
consumption
