Service and Product Innovation
Peer reviewed
Abstract
Abstract
Purpose The purpose of this article is to create a forum for understanding how policymakers and the legislative process impact and are impacted by service providers. Design/methodology/approach This article is conceptual in nature and is based on a web-based literature review through library search engines to uncover the latest service delivery-public policy issues in the United States in three distinct industries. Additional Google searches and examination of policymaker websites were also conducted. Findings Our conclusions clarify the importance of understanding how the public policy process can have a significant impact on the conduct of service organizations. Originality/value While public policy is an important topic for service management scholars, this offering provides specificity to how an industry can be reviewed and the conclusions that should be forthcoming.
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BibTeX
@article{Hill2026intersection,
title = {The intersection of service delivery and public policy},
author = {Ronald Paul Hill and Sarah Mady},
journal = {Journal of service management},
year = {2026},
doi = {10.1108/josm-09-2025-0468},
url = {https://doi.org/10.1108/josm-09-2025-0468}
}FAQ
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