Business revenues for a public service: A paradoxical strategy?

Tahar, Caroline

Business revenues for a public service: A paradoxical strategy? - 2018.


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This article explores how a hybrid organization can manage a service paradox related to its dual rationale of public service and client service. The service recipient is central in this issue: user according to its social mission, client according to its commercial rationale. Action-research highlights that their role is crucial in this contradiction resolution: they can be an external reference for internal players or an external player who overcomes the paradox through their consumption choice.

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