从语言上进一步做好银行客户服务工作

目前，国内已有一些学者对客户服务工作进行研究，但仍不够系统和全面，有待深入，而与银行客户服务工作相关的研究也很少见。客户是有情感的人，银行工作人员的语言态度对吸引和维持客户有时起到十分重要的作用。本文讨论了其相关问题，并就进一步做好客户服务工作提出了几点建议。     

进一步改善公共服务的改革方向

本文基于OECD各成员国所制定的并实施的成功的公共服务创新措施和实践战略,提出了一个有关公共服务改革管理的框架.在明确了公共服务面临的来自内部和外部的严峻挑战的基础上,指出了进一步改善公共服务的改革方向.     

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.     

新公共管理：反思、批判与超越——兼评新公共服务理论

通过采用企业化政府的理念,新公共管理提高了效率,但也导致了公共性、公平、责任、价值诉求等公共管理价值的缺失.通过对新公共管理的反思和批判以及对新公共服务的理论基础、原则和内容的介绍,说明新公共服务在理论基础、价值选择、政府责任、公民精神方面不仅可以弥补和纠正新公共管理的偏颇,并可以替代新公共管理成为公共管理的发展趋势.     

论中西学术交汇中的服务行政理论研究

当前我国行政学最有价值的理论探索是关于服务行政理论的研究,但是,在这种研究中,存在着如何对待西方既有理论成果和实践经验的问题.我们认为,对于西方既有的理论和实践应采取辩证分析的态度,"新公共管理"和"新公共服务"理论可以成为中国服务行政理论研究参考和借鉴的材料,但不能原封照搬.中国的服务行政理论研究,需要从中国的国情出发,进行有针对性的理论创新.     

Destroying one Public Service Bargain Without Making Another: A Comment on Lowe and Pemberton,The Official History of the British Civil Service,Volume II: 1982–1997

This article responds to Lowe and Pemberton's second volume on the history of the civil service and analyses fundamental shifts in British governance at the centre that occurred during the 1980s and 1990s. The traditional ‘public service bargain’ (PSB) that underpinned the relationship between ministers and officials has been repeatedly undermined. The article examines how far prior civil service reforms relate to the changes of the contemporary era instigated by Conservative‐led governments since 2010. As Lowe and Pemberton's work illustrates, the impulse to reform the state and the managerial reforms it unleashed were long in the making. Their legacy can be traced to the emergence of Thatcherism after 1979. The core argument of the article is that the more recent efforts of the Johnson administration to transform the state and undermine the PBS were scarcely original. Rather, they consolidated and drew upon earlier initiatives.     

新公共服务对新公共管理的批判与超越：——中国服务型政府建设路向分析

服务型政府是对政府职能的重新审视和定位,其实质是贯彻＂以人为本＂理念的制度架构。不仅有新公共管理所关注的如何从组织技术和管理手段等操作层面上改进公共服务效率的问题,更涉及到政府与公民关系的宪政民主主义的重构,涉及到公共行政的理念转变与制度创新。以新公共服务为代表的民主治理理论突破了新公共管理＂管理主义＂思维的窠臼,指出了一条通过政府与社会、公民关系的民主化治理模式的重构,推进公共行政改革,为服务型政府建设指明了正确的改革方向。     

Awareness of Corruption in the Community and Public Service: a Victorian Study

Corruption hurts the public and undermines government. This study of perceptions of corruption in Victoria shows that the community believes corruption is on the increase, yet this view is not shared by public servants. In general corruption is not on the radar of senior Victorian public servants. There are more perceptions of corruption in line agencies than in central agencies. Behaviours most commonly suspected and observed were hiring family and friends, conflict of interest, abuse of discretion and abuse of information. One‐ third of public servants surveyed thought there were opportunities for bribery, yet only 4% had suspected bribery and less than one per cent had personally observed it. Almost half do not believe they would be protected from victimisation should they report corruption. The data reported here poses challenges in thinking about corruption when devising integrity standards in the public service.     

Testing the Influence of Autocratic Leadership,Democratic Leadership,and Public Service Motivation on Citizen Ratings of An Agency Head’s Performance

Abstract

Research is lacking concerning the impact of leadership styles on citizen attitudes toward the performance of government leaders. To address this gap, an online experimental survey was conducted to determine the effect of leadership styles on respondents’ perceptions regarding a fictitious superintendent’s performance in a school district. The results demonstrate that democratic leadership practices enhanced the performance reviews of the superintendent, while autocratic leadership practices decreased them. Respondents’ level of public service motivation (PSM) was also found to have a positive effect on the superintendent’s performance ratings. Furthermore, democratic leadership style moderated the relationship between PSM and the performance ratings assigned by respondents. In particular, individuals with high PSM rated the performance of democratic leaders higher as compared to individuals with low PSM. However, autocratic leadership was not found to moderate the relationship between PSM and the superintendent’s performance. These results are thoroughly discussed in the paper.     

服务导向与“去警察化”问题初探

现代警务机制建设着力将公安机关角色定位从管理推向服务,在为民服务创新中,警察逐渐丧失了内在刚性,呈现出诸多＂去警察化＂特征。为更加有效地实施执法行为,必须杜绝服务认知的泛化,通过一系列可行性探索回归警察本色。     

共享经济中供需双方的信用风险管理研究——以知识技能共享为例

共享经济正在成为“双创”的重要切入点。较之实物商品,知识技能更容易通过互联网平台分享,但也更容易因为供需双方的信息不对称而引发各种纠纷,进而导致共享平台难以为继。解决这些问题的根本在于强化市场经济有效运行的基础——信用风险管理体系,包括对供需双方身份、交易和评价内容的信息审核机制,充分反映双方交易历史、交易能力和信用现状的信用评价体系,动态保证金、第三方资金托管和商业保险相结合的信用保障机制,有第三方参与仲裁的在线争议处理机制,及平台、政府和行业协会协调运行的三方联合监管等五个方面。这些内容,也构成了共享平台风险管理和控制的重要内容。     

Managing Performance at Local Government Level: The Cases of the City of Brisbane and the City of Melbourne

Local governments have been involved in a continuous reform process during recent decades. In many cases, this process has focused on the introduction of performance measurement and management. Reforms have evolved from the mere use of indicators to integrated management systems. In this article, the Balanced Scorecard, a system designed to answer the need for integrated management systems, is used as the framework to analyse how local governments have managed the use of performance management systems. The demands for better public performance, for greater customer focus, for enhanced decision-making and for increased responsiveness have an important role in the design of performance management systems. In addition, a perceived crisis in the area of management can act as catalyst for the implementation.     

Beyond Performance Management: A Networked Production Model of Public Service Delivery

The use of outcome-based performance management as a means of coordinating and monitoring the production of decentralized public services has been growing. At the same time, it has been associated with significant problems, notably difficulty in controlling opportunistic behavior. However, alternative service delivery models based on open collaboration and coproduction, which can control opportunism, require initial trust between partners, and are often vulnerable to corruption, complacency, and rent-seeking. Thus, open collaboration models appear to need additional mechanisms that would promote trust building between partners even where trust is initially low, together with ensuring accountability and reducing opportunism. Based on a review of the recent business literature on networked production, the paper puts forward a service delivery model based on benchmarking, iterative planning and design, and error detection and correction mechanisms.     

论新公共服务理论对新公共管理理论的传承与超越

根据库恩的科学范式转换的观点,目前公共行政领域的两种范式:新公共管理范式和新公共服务范式。两种范式的关系并非替代而是传承与超越的关系,这种关系可以通过他们对理性的关注、对参与的关注、对组织弹性化改革与放松管制的态度的比较来说明。了解两种范式的关系对于解决我国目前建设服务型政府中的一些理论和实践困惑有指导意义,提示我们对新公共管理的成果是批判继承而不是抛弃,最终实现公平、公共利益和效率效能价值的统一。     

Water Service Provision and Peacebuilding in East Timor: Exploring the Socioecological Determinants for Sustaining Peace

This article presents an examination of post-conflict water resource management in East Timor through the United Nations Transitional Administration in East Timor (UNTAET) with the aim of contributing to our understanding of the opportunities and challenges inherent to the sustainable management of water resources in post-conflict countries and of gaining insight into its potential long-term benefits for sustaining peace. The article contributes one of the first theory-centred, empirical analyses of post-conflict water resource management, in which the challenges and failures of UNTAET in East Timor shed light on the opportunities and risks inherent to post-conflict water service provision for peacebuilding.     

Capacity-building at the Headquarter Level: The Case of EU Civilian Peace Operations

Abstract

This article traces the institutional evolution of the Council Secretariat that plans and supports EU civilian peace operations. During the early days of the European Security and Defence Policy in the late 1990s competing political priorities of big EU member states and a dominance of military structures put civilian administrators at a significant disadvantage. Between 2003 and 2007, however, the rising number and complexity of civilian missions generated pressure for reform, which eventually led to the creation of a civilian headquarters. The historical analysis provides the basis for assessing the EU's current institutional capacities for civilian crisis management. While some administrative capacity deficits have been addressed, increased institutional formalization and further politically motivated reforms may increase tensions and hamper the accumulation of expertise.     

北京和多伦多社区服务中心管理体制比较研究

本文对北京市和加拿大多伦多市的城市社区管理体制的组织结构、社区与政府的关系、社区员工的素质要求和工作绩效的评价、在计划环节上市民的参与程度、盈利性程度、资金来源和保障性、服务手段等方面进行了比较研究,并分析了北京市在社区发展和改革中存在的问题,提出了推进北京社区建设的若干建议.     

Forgoing New Public Management and Adopting Post‐New Public Management Principles: The On‐Going Civil Service Reform in Israel

Since the 1980s, New Public Management (NPM) and post‐NPM reforms have dominated attempts to improve public administration. The literature suggests several reasons for the latter approach. However, these explanations seem to be less relevant to the ongoing civil service reforms in Israel. The Israeli experience is an example where NPM reforms did not occur, but post‐NPM reforms were adopted enthusiastically decades later. Our findings demonstrate how under the structural conditions of both non‐governability and bureaucratic centralization, post‐NPM reforms may provide an attractive layering strategy, offering the option of changing certain features of the system without requiring a drastic, comprehensive overhaul of it. Once Israeli decision makers decided that there was a real public demand for reform, and long‐term learning and diffusion processes convinced them that change was needed, the characteristics of the post‐NPM approach made it much easier politically for them to adopt. Copyright © 2016 John Wiley & Sons, Ltd.     

Catastrophe and the Public Service: A Case Study of the Government Response to the Destruction of the World Trade Center

The destruction of the World Trade Center on September 11, 2001, resulted in a rapid response by government to evacuate the area and, in subsequent days, to bring the city back to a semblance of normalcy. This article provides a case study of government action in New York City during and after the World Trade Center catastrophe. What is most striking is the skill and intensity of government's response to the emergency and the hard work, dedication, and bravery of New York City's government officials. This article presents government and public service at its finest, under some of the most difficult conditions one can imagine.