A Paper by Greta Nasi among the Highly Cited of 2016

Each year Emerald Group Publishing, a global publisher founded in 1967, awards certificates to highly cited papers relating to the areas of Business Management, Finance, Accounting, Economics and Marketing. Among the awarded articles in the Emerald Citations of Excellence for 2016 there's the one by Greta Nasi an associate professor at Bocconi University's Department of Policy Analysis and Public Management, written with two coauthors, Stephen Osborne (University of Edinburgh) and Zoe Radnor (Loughborough University) and published in the American Review of Public Administration in 2013.

With the paper, titled A New Theory for Public Service Management? Toward a (Public) Service-Dominant Approach, the academic and the two coauthors propose "a contribution to the evolution of public management focused on services, in which the user becomes an essential stakeholder", explains Nasi. This kind of approach is based, among other things, on the capacity to understand the needs and expectations of citizens and service users, on the communication and development of trust within service users, and on the placement of the experiences and knowledge of the user at the core of service provision.

In this article a more comprehensive and detailed description of the paper.