Contends that public service quality is necessarily a democratic concept. Because the public generally has no choice and/or is disempowered, dependent or excluded in relation to the services it is entitled to, quality, both in its technical and non‐technical dimensions, must be defined through...

This article uses stories from organisations to show how the “Helvig Square” can be an accessible and stimulating tool for managers learning to manage paradox. Many of us have been socialised and educated into binary, “either/or” thinking. As managers we find it hard to cope with current...