User voice and complaints as drivers of innovation in public services

Richard Simmons, Carol Brennan · 2016 · Public Management Review

Summary. User complaints and feedback drive innovation in public services when properly harnessed. The paper develops a framework showing how user voice prompts service improvements and identifies critical success factors for turning consumer knowledge into effective innovation. Six real-world examples demonstrate that while user input offers valuable insights for better service delivery, organizations often fail to fully develop these mechanisms.

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@article{simmons-2016-user-voice-complaints-drivers-innovation,
  title   = {User voice and complaints as drivers of innovation in public services},
  author  = {Richard Simmons and Carol Brennan},
  journal = {Public Management Review},
  year    = {2016},
  doi     = {10.1080/14719037.2016.1257061},
  url     = {https://doi.org/10.1080/14719037.2016.1257061}
}

TY  - JOUR
TI  - User voice and complaints as drivers of innovation in public services
AU  - Richard Simmons
AU  - Carol Brennan
JO  - Public Management Review
PY  - 2016
DO  - 10.1080/14719037.2016.1257061
UR  - https://doi.org/10.1080/14719037.2016.1257061
ER  - 

Details

DOI

10.1080/14719037.2016.1257061

Countries

United Kingdom

Regions

Europe

Categories

innovation-theory, policy, general-innovation

Added

2026-04-28