Public service management during the Covid-19 lockdown: a qualitative study
通过意大利伦巴第大区的纵向数据，识别出公共服务管理者在疫情混乱中采用的七种关键管理实践，并揭示其如何以企业家式逻辑而非公民中心方式诠释角色。
This qualitative study investigates the managerial practices adopted during the Covid-19 emergency in Lombardy, Italy, amidst unforeseen changes in public service ecosystems. Using longitudinal data, we identify seven key practices adopted by public service managers to organize amidst disruption. Our findings underscore the public managers’ role in fostering adaptation, innovation, and coordination among ecosystem actors. Extending roles outlined by Osborne et al. as ‘appreciate, engage, and facilitate’, our study reveals how these roles were interpreted following logics of entrepreneurial stakeholder engagement, rather than citizen-centred services. We discuss conceptual implications to further develop the theory and practice of public service management.