scholarly journals Toward a public service management: past, present, and future directions

2017 ◽  
Vol 28 (5) ◽  
pp. 998-1023 ◽  
Author(s):  
Ian R. Hodgkinson ◽  
Claire Hannibal ◽  
Byron W. Keating ◽  
Rosamund Chester Buxton ◽  
Nicola Bateman
Keyword(s):  
Public Service ◽  
Service Management ◽  
Public Services ◽  
Service Research ◽  
Future Research ◽  
Complex Nature ◽  
Management Research ◽  
Future Directions ◽  
Content Type ◽  
The Public

Purpose In providing a fine-grained analysis of public service management, the purpose of this paper is to make an important contribution to furthering research in service management, a body of literature that has tended to regard public services as homogenous or to neglect the context altogether. Design/methodology/approach Integrating public management and service management literatures, the past and present of public service management are discussed. Future directions for the field are outlined drawing on a service-dominant approach that has the potential to transform public services. Invited commentaries augment the review. Findings The review presents the Public Service Network Framework to capture the public value network in its abstraction and conceptualizes how value is created in public services. The study identifies current shortcomings in the field and offers a series of directions for future research where service management theory can contribute greatly. Research limitations/implications The review encourages service management research to examine the dynamic, diverse, and complex nature of public services and to recognize the importance of this context. The review calls for an interdisciplinary public service management community to develop, and to assist public managers in leveraging service logic. Originality/value The review positions service research in the public sector, makes explicit the role of complex networks in value creation, argues for wider engagement with public service management, and offers future research directions to advance public service management research.

ISO 9001 and the public service: an investigation of the effect of the QMS on the quality of public service organizations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jorge Armando López-Lemus
Keyword(s):  
Public Sector ◽  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
The State ◽  
Iso 9001 ◽  
Knowledge Generation ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to identify the influence exerted by a quality management system (QMS) under ISO 9001: 2015 on the quality of public services organizations in Mexico. Design/methodology/approach The methodological design was quantitative, explanatory, observational and transversal, for which a sample of 461 public servants from the state of Guanajuato, Mexico was obtained. To test the hypotheses, a structural equation model (SEM) was developed through the statistical software Amos v.21. For the analysis of the data, software SPSS v.21 was used. Regarding the goodness and adjustment indices of the SEM (χ2 = 720.09, df = 320, CFI = 0.933, TLI = 0.926 and RMSEA = 0.05) which, therefore, proved to be acceptable. Findings According to the results obtained through the SEM model, the QMS under ISO 9001: 2015 is positively and significantly influenced tangible aspects (β1 = 0.79, p < 0.01), reliability (β2 = 0.90, p < 0.01), related to response quality (β3 = 0.93, p < 0.01), guarantees (β4 = 0.91, p < 0.01) and empathy (β5 = 0.88, p < 0.01) of the quality related to public services in Mexico. The study’s key contribution is that it discovered that implementing a QMS in accordance with the ISO 9001: 2015 standard has an impact on the quality of public services, with the most influential quality of response. Similarly, the assurance and dependability of service quality turned out to be important in providing public service quality. Research limitations/implications In this paper, the QMS was only evaluated as a variable that intervenes in the process of obtaining quality in public service under the ISO 9001 standard in its 2015 version. In this regard, the results’ trustworthiness is limited to the extent that the findings may be generalized in the state of Guanajuato, Mexico’s public service. As a result, the scientific community is left primarily focused on service quality to promote new future research. Practical implications The ISO 9001: 2015 standard’s QMS is one of the tools for success in both the commercial and government sectors. However, there are practical limitations, which focus on the time during which managers exercise their vision in the public sector: first, the dynamics that managers play in public policy; second, the length of time they have served in public office; and third, the interest of directors of public institutions to improve the quality of service provided by the government. Other practical consequences concern organizational culture and identity, public servant commitment, senior management or secretaries of government, as well as work and training. Originality/value The findings of this paper are important and valuable because they foster knowledge generation in the public sector through the ISO 9000 quality area. A model that permits the adoption and implementation of a QMS based on the ISO 9001: 2015 standard in public organizations that seek to provide quality in their services offered to the user is also presented to the literature. Similarly, the paper is important because there is currently insufficient research focusing on the variables examined in the context of public service in Mexico.

What jokes about entrepreneurs tell us about how humour may shape and de-legitimise public perceptions of entrepreneurial identity

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Robert Smith ◽  
Lorraine Warren
Keyword(s):  
Learning Outcomes ◽  
Design Methodology ◽  
Public Perception ◽  
Public Perceptions ◽  
Future Research ◽  
Complex Nature ◽  
Content Type ◽  
Future Studies ◽  
The Public ◽  
Research Stage

PurposeHumour and, in particular, jokes have received little serious academic scrutiny in the entrepreneurship literature to date. To address this, the purpose of this paper is to examine publicly available jokes about entrepreneurs to establish what such jokes tell us about how humour, particularly entrepreneur jokes shapes public perceptions of entrepreneurial identity. This is important because humour may be an integral part of an individual's entrepreneurial identity. The authors thus contribute to understandings of the complex nature of entrepreneurial identity and how public perceptions of humour influence such by encapsulating negative public perception of entrepreneurs which may act as a de-legitimisation mechanism.Design/methodology/approachFrom a representative sample of entrepreneur jokes located on the web using netnographic techniques, the authors apply a multi-disciplinary framework to analyse the material and its messages to establish how such jokes shape public perceptions.FindingsThe findings suggest that jokes convey a pejorative message about how entrepreneurs are perceived by the public with the content and message of the jokes being negative and derogatory. Common themes contained in the punchlines include – criminality, greed, dishonesty, hubris, stupidity, misfortune, ridicule and deviousness – all of which may de-legitimise generic entrepreneurial identity. In the process, the authors uncovered liminal aspects of joke telling and consumption in that the perception of jokes about entrepreneurs relate to the time and context in which the joke is told given that situational cleverness is a key facet of such jokes. In addition, the authors discuss variations across jokes.Research limitations/implicationsThe authors discuss learning outcomes for future research and potential future studies into humour in an entrepreneurial context.Originality/valueThis study places humour and joking on the research stage, making an incremental contribution. The authors add to the literature on the use of entrepreneurial humour and in particular in relation to how jokes influence public perception of entrepreneurs. From the data collected, the authors develop some fresh insights into the variation and range of entrepreneurship related jokes accessible online.

Integrating public service motivation and self-determination theory

2016 ◽  
Vol 29 (3) ◽  
pp. 238-254 ◽  
Author(s):  
Christina Andrews
Keyword(s):  
Public Service ◽  
Public Services ◽  
Self Determination Theory ◽  
Public Service Motivation ◽  
Self Determination ◽  
Organizational Practices ◽  
Public Values ◽  
Content Type ◽  
The Public ◽  
Theoretical Approaches

Purpose – The purpose of this paper is to present a framework integrating theoretical insights, empirical research and practical advice emerging from public service motivation (PSM) and self-determination theory (SDT). It aims at demonstrating that, while PSM shows the relevance of public values for motivation, SDT explains how context affects it. Taking the two theoretical approaches as complementary to one another and by pointing out their “static” and “dynamic” features, the framework provides a theoretical foundation for organizational practices aimed at enhancing motivation in the public services. Design/methodology/approach – The framework is based on a review of PSM and SDT theoretical concepts and empirical studies; the analysis examines the implications and contributions of each approach to the understanding of motivation in the public services. Findings – The paper demonstrates that PSM and SDT are complementary theoretical approaches and that this complementarity can provide clearer guidance to practitioners and widen the understanding of motivation in the public services. Research limitations/implications – The framework considers only a few features pertaining motivation in the public services, such as public values, basic needs satisfaction, prosocial behaviour and socialization. Further research should explore additional factors. Practical implications – The framework provides an explanation of why some practices are likely to enhance motivation in the public services, while others are likely to deplete it. Originality/value – The framework does not limit itself to proposing the theoretical integration of PSM and SDT, but connects this integration to organizational practices.

scholarly journals When public services fail: a research agenda on public service failure

2016 ◽  
Vol 27 (5) ◽  
pp. 831-846 ◽  
Author(s):  
Steven Van de Walle
Keyword(s):  
Public Service ◽  
Public Management ◽  
Research Agenda ◽  
Service Management ◽  
Public Services ◽  
Service Failure ◽  
Content Type ◽  
Service Failures ◽  
Private Service ◽  
Management Literature

Purpose The purpose of this paper is to review the literature on public service failure and develop a research agenda for studying public service failure alongside private service failure. The general services management literature has devoted relatively little attention to public services, whereas developments in the private service management literature have not reached public management. Design/methodology/approach This is a conceptual paper drawing on the public management literature. Different failure types and causes are discussed, including service failures that are specific to public sector settings. This is linked to the specific public context within which public services operate. Customer reactions to public service failure are then introduced, as well as service recovery. Findings Service failures in a public and a private context are different. There are different failure types and different standards of failure. Public management literature mainly studies collective and political reactions to service failure, whereas the private service management literature tends to focus on individual reactions. Finally, attention for service recovery was found to be very limited in the public services literature. Social implications Studying public service failure is important because failure can have dramatic consequences for customers, public organisations, and society. Social inequalities that arise as a result of public service failure need to have a prominent role in future research. Originality/value This paper develops the concept of public service failure and sets a novel research agenda for studying processes, causes, and consequences of such failure, as well as public-private differences.

Leader-member exchanges and psychological contract: testing for interaction effects

2017 ◽  
Vol 36 (7) ◽  
pp. 959-972 ◽  
Author(s):  
Francis Kasekende
Keyword(s):  
Public Service ◽  
Psychological Contract ◽  
Structural Equation ◽  
Methodological Approach ◽  
Interactive Effect ◽  
Interaction Effects ◽  
Equation Model ◽  
Future Research ◽  
Content Type ◽  
The Public

Purpose The purpose of this paper is to examine the interaction effects of leader-member exchange (LMX) dimensions and how they blend to affect psychological contract in the public service in Uganda. Design/methodology/approach The authors employ the structural equation model to test a conditional hypothesis. Findings It is indicated that the magnitude of effect of affect and professional respect on psychological contract is dependent upon perceived contribution, implying that the predictive power of affect and professional respect on psychological contract increases considerably when perceived contribution increases. Research limitations/implications Only a single-research methodological approach was employed. So, future research through interviews could be undertaken to triangulate the results. Furthermore, future research should be undertaken to examine the multiplicative effects studied in this paper across time. Practical implications In order to increase the perceptions of fulfillment of the psychological contract in the public service in Uganda, managers should always endeavor to identify a viable LMX mix that can add value to expectations that employee and employer have of each other. Originality/value This is the first study that focuses on testing the interactive effect of LMX dimensions on psychological contract in Uganda’s public service.

Engaging citizens in collective co-production

2019 ◽  
Vol 31 (5) ◽  
pp. 722-739
Author(s):  
Mauro Cavallone ◽  
Rocco Palumbo
Keyword(s):  
Public Service ◽  
Public Services ◽  
Research Strategy ◽  
Public Value ◽  
Content Type ◽  
The Public ◽  
Territorial Identity ◽  
Main Driver ◽  
Perceptions And Expectations

Purpose Citizen engagement and public service co-production have been identified as essential ingredients of the recipe for public services’ quality improvement. However, the process of citizens’ involvement has rarely been investigated in the scientific literature. The purpose of this paper is to shed light on this issue, examining the expectations and perspectives of people involved in an ongoing process of collective public service co-production implemented in Val Brembilla, a small-sized municipality located in North-Western Italy. Design/methodology/approach A mixed research strategy was designed. First, seven focus groups involving both citizens and entrepreneurs participating in public service co-production were established. Second, a semi-structured survey was administered to 463 co-producers (including both citizens and entrepreneurs), in order to elicit their perceptions and expectations. Findings An institutional trigger, namely, the decision of the municipality’s board to purchase the Kuwait Expo 2015 pavilion, initiated the process of public service co-production. Although citizens did not fully agree with the decision to buy the pavilion, due to its negative implications on the municipality’s finances, they were found to be willing to participate in public value co-creation. The opportunity to promote territorial identity through public value co-creation represented the main driver for citizens and entrepreneurs’ involvement. Practical implications Collective public service co-production is a sustainable and effective way to enhance the provision of public services. Several barriers are thought to prevent citizens’ engagement in collective public service co-production. First, people expect to be engaged from the initial steps of the process; second, the distinguishing role of territorial identity in influencing citizens’ behaviors and expectations should be recognized and properly addressed to avoid shortcomings in citizens’ engagement. Originality/value This paper investigates an ongoing collective public service co-production experience; moreover, it highlights the role of public service co-production in enhancing the public sector entities’ ability to recognize the evolving needs of the community.

Basic public services and the restructuring of the public finance system in China

2016 ◽  
Vol 5 (4) ◽  
pp. 438-453 ◽  
Author(s):  
Guangjian Xu ◽  
Yan Wu
Keyword(s):  
Public Finance ◽  
Public Service ◽  
Service Provision ◽  
Public Services ◽  
Historical Analysis ◽  
Content Type ◽  
Finance System ◽  
Functional Changes ◽  
The Public ◽  
Public Service Provision

Purpose The purpose of this paper is to examine the financing and provision of basic public services in China. The main issue addressed is how to reform the public finance system to achieve quality and fairness in the provision of basic public services. Design/methodology/approach Based on an historical analysis of the functional transformation of the public finance system in China and on an empirical analysis of the current public finance system and the public service provision system, a comprehensive understanding was gained about the relationship between the financing and provision of basic public services. Findings The paper argues that there is a close relationship between the provision of basic public services and the functional changes made to the public finance system. Based on a systematic retrospective study of the Chinese Government’s efforts to improve basic public services over the last three decades, this paper offers policy suggestions on further public finance restructuring that would support better service provision. Originality/value By analyzing issues in the public service provision system, this paper contributes to the debate about the efficiency improvement made to governmental functions in China.

scholarly journals Customers' contamination concerns: an integrative framework and future prospects for service management

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Simon Hazée ◽  
Yves Van Vaerenbergh
Keyword(s):  
Service Management ◽  
Marketing Research ◽  
Individual Characteristics ◽  
Service Research ◽  
Future Research ◽  
Knowledge Map ◽  
Content Type ◽  
Integrative Framework ◽  
The Individual ◽  
Service Managers

PurposeCustomers might become concerned about getting contaminated and adapt their behavior accordingly, which is of critical concern for service managers. The purpose of this paper is threefold. First, this paper synthesizes the extant body of research within psychology and marketing into an integrative framework that helps understand the current state of knowledge on contamination. Second, this review summarizes evidence-based managerial recommendations on how to deal with customers' contamination concerns. Third, this paper provides guidance for future research by proposing several ways in which those concerns might influence service management.Design/methodology/approachThis paper conducts an integrative literature review of over 30 years of psychology and marketing research on contamination concerns.FindingsThe paper reviews physical and metaphysical contagion models, the situational cues that may activate customers' contamination concerns, the psychological mechanisms that underlie the relationship between contamination and customer outcomes and the individual characteristics that influence customer sensitivity to contamination cues. Moreover, this review identifies actions that service managers can take to prevent customers' contamination concerns. Finally, still much has to be learned about how organizations should deal with fear of contamination by the time a next pandemic breaks out.Originality/valueThis paper develops an integrative framework that serves as a structured knowledge map onto the contamination phenomenon and paves the way for future service research.

scholarly journals Marketing of Public Services

2018 ◽  
Vol 51 (1-2) ◽  
pp. 60
Author(s):  
Madhavi Ayyagari ◽  
Sanjai Parahoo ◽  
Heather Lea Harvey
Keyword(s):  
Public Sector ◽  
Public Service ◽  
Travel Behavior ◽  
Service Management ◽  
Public Services ◽  
Structural Model ◽  
The Public ◽  
Customer Perceived Value ◽  
Efficiency And Effectiveness ◽  
The Impact

Public services are provided by government and have been traditionally supply-oriented. Changing citizen expectations put pressure on government agencies and public sector organizations to be accountable for efficiency and effectiveness. Further, the quest to enhance international competitiveness by ranking high in the echelons of world’s best governments, led to the adoption of proven marketing philosophy and methodologies in the domain of public service as well. The present study aims at examining the impact of Service quality, Reputation and Consumer Engagement on Customer Perceived Value, Satisfaction and Loyalty for an important public service viz., Dubai Metro which operated in an intensely competitive market. The study aimed at developing and empirically testing a structural model of travel behavior based on variables such as satisfaction, value, quality, reputation and engagement that have been found to drive loyalty in various industry settings. An understanding of the drivers of satisfaction contributes to the government’s aim of delivering services that rival the best in the private sector; contributes to the neglected public service context in the service management literature and captures insights that help the shift to service-dominant thinking within the public sector.

scholarly journals PELAYANAN PEMBAYARAN PAJAK KENDARAAN BERMOTOR MELALUI E-COMMERCE MENUJU GOOD GOVERNANCE

2021 ◽  
Vol 10 (2) ◽  
pp. 124
Author(s):  
Helmi Azahari
Keyword(s):  
Public Service ◽  
Service Management ◽  
Public Services ◽  
Motor Vehicle ◽  
Good Governance ◽  
Efficient Operation ◽  
The Public ◽  
Study Approach ◽  
Tax Payments

<p><em>This study aims to find out how e-commerce is a tool to improve public services, especially for motor vehicle tax payments. The essence of innovation to serve the public is how to provide improved services to the public according to advances in information technology. Previous research related to public services has revealed more about the analysis of public services (Rinaldi, 2012) or public service innovations (Hartomi et al, 2018). However, this study aims to determine whether the payment of motor vehicle taxes through e-commerce is included as an effort to provide good public services to achieve good governance. According to the theory of public service management, what is called good governance must meet the needs of the community for public services, namely participation, rule of law, transparency, responsiveness, orientation to consensus, equality, effective and efficient operation, accountability and strategic vision. This research uses a qualitative method with a case study approach. The results show that the motor vehicle tax payment service through Bukalapak in the Bekasi City area, West Java, has met most of the criteria to serve the public well.</em></p><p><strong><em>Keywords:</em> </strong><em>Good Governance, Public Services, PKB Payments at </em>E-Samsat</p>

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