This paper examines a case of perceived innovation failure in higher education, a service dominated by conflicting institutional logics of professionalism and markets. Through a mixed methodology investigating student attitudes to, and behaviour around, technological innovation, the paper makes a contribution to the public service innovation literature by focusing on duality in innovation outcomes. This is suggestive of an innovation typology in public services: professionalism-driven and consumerism-driven innovation.
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Dudau et al. (2017) studied this question.