Public service organizations (PSOs) are said to have lost sight of what citizens know, want and can, resulting in a decline in citizen trust, satisfaction and identification with PSOs, and endangering the realization of their public tasks. In response, PSOs are experimenting with citizen-centred service design and delivery. Yet, we know surprisingly little about the distinguishing and defining characteristics of citizen-centred services, or about the mechanisms through which they engender citizen trust, satisfaction and identification with PSOs. This project combines diverse theoretical perspectives and methods to study citizen-centred services in search for better public services.