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Public Enterprise Half-Yearly Journal, 2017, Issue 23., Vol.1, Article 5

Public Enterprise 23

Service Quality and Innovation in the Public Sector:
A Human Values-Based Spiritual Framework

 

N. Sivakumar
Department of Management and Commerce, Sri Sathya Sai Institute of Higher Learning,
Brindavan Campus

Bangalore, Karnataka, India

Received December 2016; Revised May 2017; Accepted June 2017

https://doi.org/10.21571/pehyj.2017.2301.05

 

Abstract

The public sector, being the world’s largest service provider has the potential to improve the welfare of millions, if it focussed on service quality and innovation. In spite of various drivers and enablers towards better service, the public sector is seemingly tied down by several barriers. This paper studies the drivers, barriers, and enablers of the service quality and innovation of the public sector from a human values-based spiritual perspective. The paper uses the philosophy and teachings of Bhagavan Sri Sathya Sai Baba, a world spiritual leader, to understand the issues involved. The paper then develops a framework for service quality and innovation by integrating all the variables into a cohesive framework. The paper shows that the human values-based spiritual perspective can provide sustainable solutions for improving the service quality and innovation of the public sector, so that it can regain its position as a pre-eminent solutions provider.

 

Keywords: Public sector, spirituality, human values, service quality, innovation.

 

Reference to this paper should be made as follows: Sivakumar, N. (2017). Service Quality and Innovation in the Public Sector: A Human Values-Based Spiritual Framework. ICPE Public Enterprise Half-Yearly Journal, 23(1), 88-101. https://doi.org/10.21571/pehyj.2017.2301.05

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