Exploring Public Sector Communication Performance: Testing a Model and Drawing Implications

Despite its importance to agency effectiveness, communication performance is an understudied topic. This is partly attributable to the "performance predicament," which arises because costs of communication are easier to measure than its benefits. In this study, we develop and test an exploratory model of public sector communication performance that is synthesized from the literature on public–private differences and organizational communication. This model is statistically significant and explains the variation in interpersonal, external, and internal communication performance. This is perhaps the largest empirical study on public sector communication to date. Our findings have two key implications for public managers. First, the constraints of red tape on communication performance can be overcome if key performance-enhancing conditions—goal clarity without rigidity and a culture that supports communication—are in place. Second, external communication poses more challenges and may require additional effort.     

Perceived Organizational Red Tape and Organizational Performance in Public Services

The claim that perceived organizational red tape hampers public services has become a central theme in public administration research. Surprisingly, however, few scholars have empirically examined the impact of perceived red tape on organizational performance. This article empirically analyzes how perceived organizational red tape among managers and frontline staff relates to objectively measured performance. The data consist of survey responses from teachers and principals at Danish upper secondary schools combined with grade‐level administrative performance data. Based on theories of red tape and motivation crowding, the authors hypothesize that perceived organizational red tape reduces performance within such organizations. The empirical result is a small negative relationship between staff perception of red tape and performance and no relationship between manager‐perceived red tape and performance.     

Transformational Leadership and Organizational Processes: Influencing Public Performance

Leaders are essential actors in public performance improvement and organizational change. However, a key question has not been adequately addressed in prior literature on the topic: how do leadership processes make a difference? Using data on New York City public schools, this article explores the organizational mechanisms by which a specific form of principal's leadership—transformational leadership—influences objective organizational outcomes as measured by standardized test scores. The empirical results indicate that a principal's transformational leadership style affects student test scores through the mediating effects of purposeful performance information use and stakeholder engagement.     

Ethnic Diversity and Organizational Performance: Assessing Diversity Effects at the Managerial and Street Levels

ABSTRACT

As the public sector workforce becomes more ethnically diverse and as government agencies make attempts to manage that diversity, the importance of understanding how diversity affects workplace interactions and work-related outcomes increases. Little public-sector research has examined the impact of diversity on performance outcomes. This article seeks to fill this gap by studying the effects of the ethnic diversity of managers and street level public officials on work-related outcomes. We use basic in-group/out-group theories from psychology to formulate research questions relating diversity and performance, along with empirical research on the effects of diversity on work-related outcomes. We then use data from schools to test the relationship between ethnic diversity and organizational performance, identifying different impacts for managerial diversity and diversity among teachers. Results are consistent across three different models: manager diversity is routinely non-significant in predicting organizational performance, while teacher diversity has a consistently significant, and negative, impact on performance. These findings suggest that process-oriented problems are causing diverse organizations to experience drawbacks instead of gains, and that any benefit that could be drawn from a diversity of viewpoints is overshadowed by communication and collaboration problems.     

Emotions in Management and the Management of Emotions: The Impact of Emotional Intelligence and Organizational Politics on Public Sector Employees

Readers are invited to a rendezvous with the meaning of the heart and emotions in public administration. Despite the growing interest in recent years in emotional intelligence within the managerial literature, too little has been written about emotional intelligence within the public sector. This is surprising in light of New Public Management voices that stress flexibility, responsiveness, and a focus on the needs and demands of citizens. The functionality of the heart in a mind‐oriented bureaucracy is analyzed, and a model is suggested for exploring the relationship between emotional intelligence, organizational politics, and employees' performance in public agencies. This model is empirically tested in two Israeli municipalities. The results support a moderating role of emotional intelligence in the relationship between organizational politics and emotional commitment, as well as between organizational politics and employees' absenteeism. Other direct mediating effects of political perceptions and skills are noted. Implications for theory development, future empirical studies, as well as practical recommendations are suggested.     

Capacity,Leadership, and Organizational Performance: Testing the Black Box Model of Public Management

According to recent “black box” models of public management, managerial capacity is a critical component for achieving service delivery improvement. In particular, black box models assume that the impact of management systems is maximized through integration with effective leadership. This assumption is tested by analyzing the effects of managerial capacity and organizational leadership on the performance of English local governments, while controlling for a range of other variables, including organizational size, resources, external constraints, and past performance. Empirical results show that capacity possesses a positive statistical association with local government performance and that leadership can enhance the impact of effective management systems.     

Employee Voluntary and Involuntary Turnover and Organizational Performance: Revisiting the Hypothesis from Classical Public Administration

ABSTRACT:

This article examines the effects of voluntary, involuntary, and absolute turnover rates on organizational performance. Adopting human capital and cost-benefit theories, this article posits that voluntary and involuntary turnover would have a linear negative and an inverted U-shaped relationship with organizational performance, respectively, and that an absolute turnover measure can prevent us from revealing the distinct effects of different types of turnover. Using four years of data from Florida school districts, primary findings suggest that involuntary turnover has an inverted U-shaped relationship with organizational performance, first positive and then negative, while the relationship between voluntary turnover and organizational performance remains inconclusive. The findings also suggest that absolute turnover rates can mask the complex and dissimilar impact that various types of turnover have on organizational performance.     

An Integrative Model of Empowerment and Individuals' In-Role and Extra-Role Performance in the Korean Public Sector: Moderating Effects of Organizational Individualism and Collectivism

ABSTRACT

While empowerment has emerged as a new management paradigm, virtually no research has combined structural and psychological approaches to develop an integrative approach. Moreover, prior research has not examined the effect of the cultural context on the relationship between empowerment and performance. Drawing on a sample of public employees working in the city of Seoul, the largest local government in Korea, this study examined the effects of structural and psychological empowerment on both in-role and extra-role performance, and the moderating effects of organizational individualism and collectivism. Of the 400 questionnaires, 191 usable respondents, combining employees' and managers' questionnaires, were returned. Data were analyzed using structural equation modeling (SEM). Results of the analyses indicated that psychological empowerment mediates the relationship between structural empowerment and extra-role performance, and that organizational collectivism moderates the relationship between psychological empowerment and extra-role performance. Based on these results, the implications of the findings are discussed.     

Transformational Leadership and Public Service Motivation: Driving Individual and Organizational Performance

Despite growing evidence about prosocial motivations and their effects on employee behavior, how can new public service motivation research translate into more effective management practices—which, so far, regrettably remain underdeveloped? Increasingly, public service motivation studies have moved from understanding what motivates public servants to exploring how public service motives influence performance. Similarly, greater attention is now paid to the practices of transformational leadership. Drawing on concepts from transformational leadership, this essay explores how managers can harness the positive aspects of public service motivation to enhance employee and organizational performance and outlines strategies that can help managers incorporate public service motivation values across management systems.     

Leadership and Organizational Culture: Sustaining Dialogue between Practitioners and Scholars

Few topics in the study of contemporary public organizations better illustrate the burdens—and potential benefits—of sustaining dialogue between practitioners and scholars than the interplay between leadership, organizational culture, and public sector performance. Following two decades of intensive research and advocacy, the last 10 years have seen diminished scholarly attention to this subject, while efforts to shape culture remain central to the leadership of public organizations. This essay reflects on the 8 Cs of organizational culture: complicated, control, competence, commitments, credibility, conflict, context, and change.     

Strategic Human Resource Practices: Introducing Alternatives for Organizational Performance Improvement in the Public Sector

Can public sector organizations increase productivity through competition in spite of inherent limitations, such as budget constraints? This study addresses that question by examining the impact of four factors that contribute to employees’ expectations regarding competitive work environments on organizational performance in terms of overall quality of work and client satisfaction. The four factors measured include rewards for merit such as salary and benefits, opportunities, organizational rules, and the capacity to deal with risks as perceived by employees. Using data on public and nonprofit sector employees, expectations for merit rewards were positively related to employees’ perception of organizational performance when the conditions of performance‐based organizational rules and risk‐taking behaviors were also satisfied. Moreover, employees’ perceptions of organizational performance tended to increase when they felt that organizational rules were oriented toward performance plus organizational members and top leaders exhibited greater risk‐taking behaviors. However, no correlation was evident between employees’ expectations of opportunities and perceived organizational performance.     

How Organizational Learning Is Supported by Performance Management Systems: Evidence from a Longitudinal Case Study

Abstract

Performance management is meant to encourage organizational change by providing better and more relevant feedback to managers. But there is no denying the complexity of learning and change. How performance management helps this process goes beyond the simple availability of performance information. In this study, we examine the learning processes in a large Belgian public organization through interviews of managers, directors, and administrators. By using 4Is framework of organizational learning—from Intuitions to Interpretation to Integration to Institutionalization—we identify critical blocks and enablers of learning and change. Critical impediments include off-topic discussions of performance information, lack of opportunity to share and discuss management practices, and limited motivation to change entrenched processes of work. Performance management also provides reliable enablers of organizational learning, such as giving credibility-by-results to new management practices, focusing discussions on processes that lead to measurable results, the ability to follow new innovations closely as they are implemented, and the possibility of creating a learning culture supported by performance information. Finally, we discuss how perceived credibility of performance information is crucial to organizational learning and how it is reinforced by use and dialogue.     

Employee Empowerment,Employee Attitudes,and Performance: Testing a Causal Model

The last three decades have witnessed the spread of employee empowerment practices throughout the public and private sectors. A growing body of evidence suggests that employee empowerment can be used to improve job satisfaction, organizational commitment, innovativeness, and performance. Nearly all previous empirical studies have analyzed the direct effects of employee empowerment on these outcome variables without taking into account the mediating role of employee attitudes. This article contributes to the growing literature on employee empowerment by proposing and testing a causal model that estimates the direct effect of employee empowerment on performance as well as its indirect effects as mediated by job satisfaction and innovativeness. The empirical analysis relies on three years of data from the Federal Human Capital Survey/Federal Employee Viewpoint Survey and a structural equation modeling approach, including the use of lagged variables. The results support the hypothesized causal structure. Employee empowerment seems to have a direct effect on performance and indirect effects through its influence on job satisfaction and innovativeness, two key causal pathways by which empowerment practices influence behavioral outcomes.     

Marching to Different Drummers? The Performance Effects of Alignment between Political and Managerial Perceptions of Performance Management

The relationship between politicians and bureaucrats is central to the administration of modern democratic societies, yet it often is neglected in studies of the performance of public organizations. In this article, the authors examine the performance effects of alignment between politicians’ and senior managers’ perceptions of one of the more pervasive public management reforms over recent decades: performance management. Evidence from a panel of English local governments supports the hypothesis that alignment of views between politicians and senior managers on performance management is associated with better organizational performance. Furthermore, this relationship is strengthened in organizations that display higher levels of role flexibility by managers and greater trust between politicians and managers.     

Workplace Spirituality and Organizational Performance

This article reviews the literature on workplace spirituality, pointing out emergent theories and examining the links between this phenomenon and organizational dynamics. It also examines workplace spirituality in a historical context and compares it to religious beliefs and to established ethical theories and moral principles. The article also looks at organizations in which an emphasis on spiritual values has had an impact on work productivity. While some corporations have institutionalized spirituality, public agencies are reluctant to follow suit for fear of violating the principle of church-state separation. Finally, the article suggests ways that managers and administrators in both the public and the private sector can use workplace spirituality to increase performance and develop ethical organizations.     

Religion, Spirituality, and the Workplace: Challenges for Public Administration

The relationship between religion and politics in the United States is a much-studied academic area, particularly evident in political institutional and behavioral venues such as interest groups, electoral behavior, and political culture. One academic area that has not received much attention is the influence of religion on public administration. Recently, however, public administration scholars have begun to mimic their counterparts in the business world by examining the role of religion and spirituality in the public workplace, especially with regard to organizational performance, ethical behavior patterns, decision making, and the personal spiritual health of employees. This article examines the role and impact of religion and spirituality in the workplace, reviews court cases and political measures regarding religious expression in the public sector, explores a private sector model to explain the interrelationship between religion and spirituality in the public workplace, and challenges public administrators to consider the positive role that religion and spirituality can play in the public workplace.     

Managing Diversity in U.S. Federal Agencies: Effects of Diversity and Diversity Management on Employee Perceptions of Organizational Performance

Diversity in the workplace is a central issue for contemporary organizational management. Concomitantly, managing increased diversity deserves greater concern in public, private, and nonprofit organizations. The authors address the effects of diversity and diversity management on employee perceptions of organizational performance in U.S. federal agencies by developing measures of three variables: diversity, diversity management, and perceived organizational performance. Drawing from the Central Personnel Data File and the 2004 Federal Human Capital Survey, their findings suggest that racial diversity relates negatively to organizational performance. When moderated by diversity management policies and practices and team processes, however, racial diversity correlates positively with organizational performance. Gender and age diversity and their interactions with contextual variables produce mixed results, suggesting that gender and age diversity reflect more complicated relationships. This article provides evidence for several benefits derived from effectively managing diversity.     

Strategy Content and Organizational Performance: An Empirical Analysis

This study presents the first empirical test of the proposition that strategy content is a key determinant of organizational performance in the public sector. Strategy content comprises two dimensions: strategic stance (the extent to which an organization is a prospector, defender, or reactor) and strategic actions (the relative emphasis on changes in markets, services, revenues, external relationships, and internal characteristics). Data were drawn from a multiple-informant survey of 119 English local authorities. Measures of strategy content are included in a multivariate model of interauthority variations in performance. The statistical results show that strategy content matters. Organizational performance is positively associated with a prospector stance and negatively with a reactor stance. Furthermore, local authorities that seek new markets for their services are more likely to perform well. These results suggest that measures of strategy content must be included in valid theoretical and empirical models of organizational performance in the public sector.     

Policy Feedback and the Politics of Administration

This article surveys the policy feedback framework developed in political science and clarifies its implications for public administration. A feedback perspective encourages us to ask how policy implementation transforms the webs of political relations that constitute governance. Administrators play a key role in shaping the political conditions of bureaucratic performance and the organization of power in the broader polity. At the same time, this perspective underscores that policies are more than just objects of administrative action. Policies are political forces in their own right that can alter key components of administration, including phenomena such as organizational capacity, structures, routines, authorities, motivations and cultures. These sorts of administrative themes have received little attention in policy feedback research, just as the political effects of policies have been overlooked in public administration studies. Bridging these perspectives offers a basis for exciting new agendas and advances in public administration research.     

Personnel Constraints in Public Organizations: The Impact of Reward and Punishment on Organizational Performance

In recent years, many public sector reforms have attempted to loosen personnel constraints on the assumption that more managerial flexibility will increase organizational performance. The authors mount an empirical study to test this assumption using data taken from English local government authorities. Personnel constraints are operationalized using Rainey's long‐standing measures of the concept. Statistical results from multiple regression analyses indicate that “difficulty in removing poor managers” is harmful to organizational performance, but “difficulty in rewarding good managers” has no effect. The authors delve inside the organizational hierarchy and find that attitudes toward personnel constraints vary by organizational level and managerial rank: for example, frontline managers feel more constrained overall, while senior managers’ perceptions of constraints are more closely linked to organizational performance but in some unexpected ways. The implications of these findings, including the fact that personnel constraints have varying impacts on organizational performance, are considered.