The Service Model Navigator for the Public Sector

This study examines service models in the public sector and the role of government in service delivery. Although business models are extensively studied in the literature, especially with regards to the private sector, relatively few studies to date have focused on business models in the public sphere. We build on the existing literature on business models and conduct an in-depth analysis of service models used by public sector organizations. We use a multi-method approach and combine inductive and deductive methods. As a result of our analysis, we identify and describe 45 service models in the public sector. We uncover five distinct roles that government plays in these service models. Based on these findings, we develop a Service Model Navigator for the public sector. The study offers new implications for the development and adaptation of innovative service models in the public sector.