The effect of customer orientation on frontline employees job outcomes in a new public management context

2010 ◽  
Vol 28 (5) ◽  
pp. 600-624 ◽  
Author(s):  
Michel Rod ◽  
Nicholas J. Ashill
Keyword(s):  
Public Management ◽  
New Public Management ◽  
Customer Orientation ◽  
Frontline Employees ◽  
Job Outcomes ◽  
New Public ◽  
Management Context

EXPRESS: Exploring the dynamics of slack in extreme contexts: A practice-based view

2021 ◽  
pp. 001872672110077
Author(s):  
Geoffrey Leuridan ◽  
Benoît Demil
Keyword(s):  
Public Management ◽  
Critical Care Unit ◽  
New Public Management ◽  
Ethnographic Study ◽  
New Public ◽  
Management Context ◽  
Production Practices ◽  
Extreme Contexts ◽  
Organizational Literature

Organizations that operate in extreme contexts have to develop resilience to ensure the reliability of their operations. While the organizational literature underlines the crucial role of slack when facing unanticipated events, a structural approach to slack says little about the concrete ways in which organizational actors produce and use this slack. Adopting a practice-based perspective during a 14-month ethnographic study in a French critical care unit, we study the slack practices, which consist in gathering, arranging and rearranging resources from both inside and outside the medical unit. This permanent process is captured in a dynamic model connecting situations, their evolutions and slack practices. Our research highlights the importance of situational slack production practices to ensure resilience. We also argue that these micro-practices are constitutive of the context in which actors are evolving. Finally, we discuss why these slack practices, although essential for ensuring resilience, can be endangered by the New Public Management context.

G2C Marketing

2014 ◽  
pp. 67-84
Author(s):  
Babak Sohrabi ◽  
Amir Khanlari
Keyword(s):  
Public Sector ◽  
Public Administration ◽  
Paradigm Shift ◽  
Public Management ◽  
New Public Management ◽  
Customer Orientation ◽  
Relationship Management ◽  
The Public ◽  
New Public ◽  
The Relationship

Public administration has been challenged by “new public management” and “government redesign” paradigms. In addition, the relationship between government and citizen has been changed dramatically based on the mentioned paradigm shift. Customer orientation in the public sector is one of the changes originated from the private sector’s principles and paradigms. Nowadays, scholars emphasize applying concepts and techniques of customer orientation in e-government. In this text, firstly, customer orientation and its importance in government activities, especially e-government, is described. Then, principles, applications, and experiences of citizen relationship management as a technique of customer-oriented governments are described.

G2C Marketing

2015 ◽  
pp. 2183-2199
Author(s):  
Babak Sohrabi ◽  
Amir Khanlari
Keyword(s):  
Public Sector ◽  
Public Administration ◽  
Paradigm Shift ◽  
Public Management ◽  
New Public Management ◽  
Customer Orientation ◽  
Relationship Management ◽  
The Public ◽  
New Public ◽  
The Relationship

Public administration has been challenged by “new public management” and “government redesign” paradigms. In addition, the relationship between government and citizen has been changed dramatically based on the mentioned paradigm shift. Customer orientation in the public sector is one of the changes originated from the private sector's principles and paradigms. Nowadays, scholars emphasize applying concepts and techniques of customer orientation in e-government. In this text, firstly, customer orientation and its importance in government activities, especially e-government, is described. Then, principles, applications, and experiences of citizen relationship management as a technique of customer-oriented governments are described.

scholarly journals Resistance-driven Innovation? Frontline Public Welfare Workers’ Coping with Top- down Implementation

2018 ◽  
Vol 8 (2) ◽  
Author(s):  
Gry Høiland ◽  
Elisabeth Willumsen
Keyword(s):  
Public Management ◽  
New Public Management ◽  
Qualitative Interviews ◽  
Public Welfare ◽  
Frontline Employees ◽  
Top Down ◽  
Critical Realist ◽  
New Public ◽  
Resis Tance ◽  
Welfare Workers

Employee-based innovation researchers point to the important role of welfare workers in public service innovations. Bureaucratic and New Public Management inspired managerial agendas, still widely present in Nordic welfare organizations have been tied to an increase in feelings of inau- thenticity and use of coping strategies by welfare workers. At the same time, post-NPM principles of collaboration and service tailoring are more in line with professional values of welfare workers. Drawing on a critical realist informed case study comprising qualitative interviews and observations in the Norwegian public welfare and employment services, we describe types of revision and resis- tance practices used by frontline employees when faced with top-down implementation instructions, linking them to different types of innovations. The article adds to literatures on employee-based innovation by conceptualizing resistance practices as value-motivated resistance-driven innovation that may have a function of calibrating public value creation in welfare organizations submerged in bureaucratic and NPM-inspired managerial regimes

scholarly journals How Substance Use Treatment Professionals Manage Organisational Tensions

2020 ◽  
Vol 66 (2) ◽  
pp. 93-103
Author(s):  
Jessica Storbjörk
Keyword(s):  
Substance Use ◽  
Public Management ◽  
New Public Management ◽  
Customer Orientation ◽  
Substance Use Treatment ◽  
Structured Interviews ◽  
Conflicting Demands ◽  
New Public ◽  
Study Results ◽  
Passive Strategies

Abstract. Aims: The study examined how substance use treatment professionals managed problems and tensions in their work, and explored if the strategies varied by organisational features related to New Public Management (NPM). Methods: A total of 69 semi-structured interviews (2017–2018) with treatment staff in nine sampled local/regional areas formed the basis for constructing a web survey administered to staff across Sweden in 2019 (n=606). The means showed how often the different strategies were used. Regression analyses examined organisational differences, and central strategies were illustrated by the interview study. Results: Treatment professionals in general reported satisfactory freedom in their work. Staff in more NPM-like organisations were less likely to report autonomy and more inclined to report conflicting demands. When conflicts emerged, the staff used both passive strategies indicating adaptation or resignation, and active strategies including boundary spanning, protest, and liberty-taking. Some challenging strategies such as looking for other jobs or reporting one thing but doing another were more common in more NPM-like organisations. The opposite was found for customer orientation. Conclusions: While NPM features on customer orientation and steering methods appeared to create fewer problems, more NPM-like organisations appeared to be less favourable overall and should be applied with caution.

G2C Marketing

2015 ◽  
pp. 89-105
Author(s):  
Babak Sohrabi ◽  
Amir Khanlari
Keyword(s):  
Public Sector ◽  
Public Administration ◽  
Paradigm Shift ◽  
Public Management ◽  
New Public Management ◽  
Customer Orientation ◽  
Relationship Management ◽  
The Public ◽  
New Public ◽  
The Relationship

Public administration has been challenged by “new public management” and “government redesign” paradigms. In addition, the relationship between government and citizen has been changed dramatically based on the mentioned paradigm shift. Customer orientation in the public sector is one of the changes originated from the private sector's principles and paradigms. Nowadays, scholars emphasize applying concepts and techniques of customer orientation in e-government. In this text, firstly, customer orientation and its importance in government activities, especially e-government, is described. Then, principles, applications, and experiences of citizen relationship management as a technique of customer-oriented governments are described.

scholarly journals Putting on the Velvet Glove: The Paradox of “Soft” Core Values in “Hard” Organizations

2015 ◽  
Vol 50 (1) ◽  
pp. 53-77 ◽  
Author(s):  
Arild Wæraas
Keyword(s):  
Public Sector ◽  
Public Management ◽  
New Public Management ◽  
Customer Orientation ◽  
Core Values ◽  
New Public ◽  
Reinventing Government ◽  
Efficiency Performance ◽  
Government Reforms ◽  
Alternative Identities

Following New Public Management and Reinventing Government reforms, public sector organizations are expected to pursue values such as efficiency, performance, and accountability, reflecting a “hard” identity as managed organizations. By examining the contents of 394 core values retrieved from U.S. federal agencies, this study examines the importance of “hard” values relative to other values reflecting alternative identities. It finds that the agencies prefer to rely on “soft” values such as integrity, respect, openness, and customer orientation to express their identities. The article discusses the implications of these findings for our understanding of organizational actorhood in a public sector context.

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