Are We Being Served? Emotional Labour in Local Government in Victoria,Australia

This paper explores how front‐line street‐level bureaucrats (SLBs) cope with the expectations of citizens, clients, or ‘customers’ in daily work and how SLBs may be impacted by emotional labour. The study analyses data from 41 interviews with SLBs in local councils in Victoria, Australia. Although exploratory, it builds awareness and understanding of the emotional labour associated with public service. The situations that SLBs engage with on a daily basis are many and varied and take the form of increased expectations and intense encounters. Respondents experienced abuse, threats, violence, but also ‘sparkle moments’. Resources that helped SLBs cope are diverse and located both within and outside organisations. Implications are discussed and issues that merit additional investigation are raised concerning how SLBs can be supported to better meet the demands of the public. The research is of value to public managers and SLBs operating in a changing society with increased ‘customer’ expectations.     

Education and training in public administration and development: what does the customer really want and are we prepared to provide it?

This article examines some of the difficulties arising from the introduction of market forces into the field of higher education.In particular it notes how the changing demands of sponsors and other key players, coupled with recent trends in teaching and learning methods, have caused providers of education and training in development to review ‘core products’ and modify the style of service delivery to accommodate the changing expectations of ‘customers.’ Copyright © 2001 John Wiley & Sons, Ltd.     

Benefiting from Public Sector Innovation: The Moderating Role of Customer and Learning Orientation

This article examines whether the payoff from engaging in innovation‐generating activities is contingent on an organization's level of customer and learning orientation. The authors suggest that innovative activity is associated with higher public service quality when the level of customer and learning orientation within the focal organization is high. They test this hypothesis by drawing on a novel panel data set covering all public nonspecialist hospital organizations in England. Using dynamic panel data estimation techniques, the authors find strong support for a direct relationship between innovative activity and public service quality and for a moderating role of both customer and learning orientation. These findings call for a contingency perspective on public sector innovation and highlight some of the boundary conditions that need to be in place if public service organizations are to benefit fully from their innovative activities.     

Promoting customer engagement: A new trend in utility regulation

This paper traces a new development in regulation that encourages utilities to engage more directly with their customers. We make four contributions: First, we perform a comprehensive analysis of how regulators are using customer engagement, and offer a simple model for understanding different customer engagement initiatives. Second, we review assessments of customer engagement. We find that there are no quantitative, empirically robust assessments of the effectiveness of customer engagement as a regulatory tool. Third, we develop two detailed case studies of an energy regulator and a water regulator that are in the forefront of customer engagement efforts. We find that there is no direct link between the engagement strategy used and the economic incentives received by a firm. Finally, we propose a framework for improving the customer engagement process. The new framework relies on microeconomics, modern tools of program evaluation, and supplying the regulated firm with direct incentives to engage with the customer.     

中国高等教育顾客满意度指数模型的构建

办人民满意的教育是我国高等教育的宗旨,对高等教育质量进行评估是受教育者的权利.根据我国高等学校的具体情况,在借鉴美国顾客满意度指数模型(ACSI)的基础上,尝试建立了由高校形象、顾客期望、感知质量、顾客满意、顾客忠诚和顾客信任等结构变量构成的中国高等教育顾客满意度指数模型(CHE-CSI).依据顾客满意度测量理论,设计了包括自我发展、专业课程设置、教师队伍、教学质量、图书馆、文娱活动和校园服务等质量因子和通行的满意度测量因子的指标体系,并编制了相应的问卷.总量表信度达到0.8999.因子分析表明,学生对高校教育质量的感知主要包括教学质量和校园服务两个方面.利用结构方程分析软件LISREL8.7对沈阳市六所高校的596名学生样本数据进行了模型验证分析.各项拟合系数均表明数据与模型拟合良好,其中RMSEA达到0.064.     

The Impact of Customer Orientation on Government Employee Performance

ABSTRACT

This article explores the impact of “customer service” orientation on government employee performance. Although public organizations have been encouraged to become customer-centered organizations, concerns exist about the application of such market orientations to the management of government organizations. This article joins in the customer orientation debate by exploring the impact of customer orientation on employee motivation and performance. Using quantitative and qualitative analysis of data from civilian employees at a Department of Defense installation, this study explores the impact of customer orientation on employee performance and motivation, across time and work roles.

Consistent with previous research that suggests that customer orientation is positively associated with public and private employee performance and work attitudes, the results of this study suggest that customer service orientation has a strong positive impact on employee performance and motivation. Employee customer orientation provides a connection to the organization's goals consistent with employees' affective and normative values of public service, and feedback necessarily to improve service delivery. The impact of formal management systems may be enhanced by their ability to strengthen an employee's customer orientation. Ultimately, however, efforts to create a more “market”-based orientation focused on institutional customers who purchase services may have limited impact, or even a deleterious effect on, employee performance and motivation, unless also accompanied by formal linkages to service beneficiaries.     

A conceptual model development of the impact of higher education service quality in guaranteeing edu‐tourists' satisfaction and behavioral intentions

This conceptual study proposed that university service quality is of significant influence in guaranteeing education tourist's (edu‐tourist) satisfaction, recommendation intention, and repurchase intention. The study considers the universities as tourism markets that attract edu‐tourists and put forward that the level of service quality provided by institutions can influence on the satisfaction of edu‐tourist and their post‐behavioral intention in an educational tourism context. This paper analyzed several previous studies and discussed service quality factors affecting edu‐tourist's satisfaction and behavioral intentions using various databases such as social sciences and psychology. The theoretical framework of the means‐end approach was used to evaluate service quality dimensions. The findings revealed the most significant factors affecting edu‐tourist's perception of service quality, satisfaction, and behavioral intentions. Overall, the campus facilities perceived to be the most prominent factor in satisfying edu‐tourists. Recommendations for future research relating the crucial determinants of service quality in influencing consumers' behavior are discussed.     

Inside national service: AmeriCorps' impact on participants

This study examines the short‐ and long‐term impact of AmeriCorps participation on members' civic engagement, education, employment, and life skills. The analysis compares changes in the attitudes and behaviors of participants over time to those of individuals not enrolled in AmeriCorps, controlling for interest in national and community service, member and family demographics, and prior civic engagement. Results indicate that participation in AmeriCorps led to positive impacts on members, especially in the area of civic engagement, members' connection to community, knowledge about problems facing their community, and participation in community‐based activities. AmeriCorps had some positive impacts on its members' employment‐related outcomes. Few statistically significant impacts were found for measures of participants' attitude toward education or educational attainment, or for selected life skills measures. Within a subset of community service programs that incorporate a residential component for members, the study also uncovered a short‐term negative impact of participation on members' appreciation for ethnic and cultural diversity, which disappeared over time. The implications of these findings for future research on national service are discussed. © 2009 by the Association for Public Policy Analysis and Management.     

Keeping It Public: Defending Public Service Values in a Customer Service Age

Notwithstanding the persistence and proliferation of calls to serve "customers," these relationships incorporate distinctively public priorities and performance expectations—priorities and expectations often shaped by a desire to reduce customer vulnerabilities and prevent seller strategies that are deemed unacceptable. The authors examine these distinctively public relationships—between professionals and clients, guardians and wards, facilitators and citizens, and regulators and subjects. By acknowledging that public administration often involves relationships with multiple constituencies and that opportunities to serve them are bounded by particular legal and institutional contexts, this essay provides a pragmatic account of strategic opportunities to defend public service values.     

Assessing the regulatory model for water supply in Jakarta

This article assesses the regulatory model for urban water supply services in Jakarta, the capital of Indonesia. Water supply services have been privately operated there since February 1998 after two companies—Thames PAM Jaya (TPJ), operating in Eastern Jakarta, and PAM Lyonnaise Jaya (PALYJA), operating in Western Jakarta—signed 25‐years concession contracts with the state‐owned Jakarta City Water Company (PAM Jaya). An independent regulatory body, the Jakarta Water Supply Regulatory Body (JWSRB) was established in 2001. The article compares the regulatory system in Jakarta with the French and English approaches to water regulation. It then assesses this regulatory system from the perspective of customers in order to assess how well customer protection, a central purpose of regulation, is being performed. The article concludes that although the essential regulatory mechanisms and activities are operating in Jakarta, the key regulatory role of customer protection is not being performed because customers do not perceive that they receive an acceptable level of water supply services. Copyright © 2008 John Wiley & Sons, Ltd.     

The Third Sector and Residential Care for the Elderly in China's Transitional Welfare Economy

This article examines third‐sector welfare homes for Chinese elderly and argues that four factors affect their survival and development prospects: the extent care establishments meet the needs of their users; how successfully they manage their human resources; whether they ensure their financial sustainability; and whether they satisfy the expectations of their investors. The data reveal that while care homes generally serve their customers well and maintain staff satisfaction, they encounter difficulties in financing and service operation that pose grave challenges to their investors. The resulting problems cast a shadow over the future prospects of old‐age care homes and raise questions concerning the state's non‐profit policy.     

The Power of the Purse: Supranational Entrepreneurship,Financial Incentives,and European Higher Education Policy

This article shows how the European Commission cultivates policy shifts toward a particular idea of a common European Higher Education Area by using its considerable financial leverage. By making European Union (EU) funding dependent on grant recipients meeting certain strategically selected conditions, the Commission creates new incentive structures for domestic actors, in this case higher education institutions (HEIs), with two important consequences. First, the Commission turns universities into agents for its policies: Universities lobby governments to pass legislation, which would allow them to conform to Commission requirements. Second, HEIs try to comply with the Commission's requirements even in the absence of compatible national frameworks, thereby leapfrogging policy decisions on the national level. Describing this as a “soft” mechanism for achieving convergence, as Open Method of Coordination accounts posit, overlooks the fundamentally non‐negotiable nature of the process from the participants' perspective and considerably underestimates the Commission's real influence. We examine this argument through a case study of an EU‐funded higher education program, Erasmus Mundus.     

Expectations,performance, and citizen satisfaction with urban services

The expectancy disconfirmation model has dominated private‐sector research on customer satisfaction for several decades, yet it has not been applied to citizen satisfaction with urban services. The model views satisfaction judgments as determined—not just by product or service performance—but by a process in which consumers compare performance with their prior expectations. Using data from a New York City citizen survey, this study finds that citizen expectations, and especially the disconfirmation of expectations—factors that previously have not been considered in empirical studies of the determinants of citizen satisfaction—play a fundamental role in the formation of satisfaction judgments regarding the quality of urban services. Interestingly, the modeling results suggest that urban managers should seek to promote not only high‐quality services, but also high expectations among citizens. Additional implications for research and public management practice are discussed. © 2004 by the Association for Public Policy Analysis and Management.     

Working Capital Fund Pricing Policies: Lessons from Defense Finance and Accounting Service Expenditure and Workload Data

This article analyzes how service-providing government agencies should set the prices they charge to other governmental customers. Current Defense Working Capital Fund (DWCF) rules generally prescribe use of expected average cost transfer pricing. However, analysis of the Defense Finance and Accounting Service (DFAS), as an example, suggests DFAS has considerable fixed costs. These fixed costs are problematic under present DWCF pricing rules. If customer demand levels fall short of expectations, DFAS revenues fall commensurably, but costs almost certainly do not. It would be more consistent with DFAS's cost structure if DFAS could utilize nonlinear pricing. Such a pricing approach would give DFAS customers more appropriate incentives with respect to how much workload to give DFAS (versus trying to do it themselves or turning it over to contractors). We hypothesize that insights from DFAS may be applicable to other governmental working capital fund entities as well.     

The Nature and Incidence of Workgroup Innovation in the Australian Public Sector: Evidence from the Australian 2011 State of the Service Survey

Using data from a nationally representative survey of all Australian Government employees, we explore the nature of innovation implemented at the workgroup level and assess the multi‐dimensionality of the workgroup's ‘most significant innovation’ (MSI). Of the 10222 survey respondents, 48% reported at least one innovation implemented by their workgroup, with an innovation more commonly reported with an increase in the respondent's age, seniority, and service experience; among men and university graduates. The results reveal that 54% of the reported MSIs incorporate between two and five dimensions of innovation types (policy, service, service delivery, administrative/organizational, and conceptual), and most of these dimensions reinforce each other. Different dimensions of the MSI draw on different sources of ideas (with senior leaders having the broadest impact), face different ‘revealed’ barriers, require different levels of workplace creativity, and produce different beneficial effects. Our findings help strengthen an understanding of the influencing factors and the effects of multi‐dimensional public sector innovations.     

International Comparison of Public and Private Employees’ Work Motives,Attitudes, and Perceived Rewards

This article presents a conceptual perspective on the distinctive characteristics of public organizations and their personnel. This perspective leads to hypotheses that public organizations deliver distinctive goods and services that influence the motives and rewards for their employees. These hypotheses are tested with evidence from the International Social Survey Programme in order to compare public and private employees in 30 nations. Public employees in 28 of the 30 nations expressed higher levels of public‐service‐oriented motives. In all of the countries, public employees were more likely to say they receive rewards in the form of perceived social impact. In most of the countries, public employees placed less importance on high income as a reward and expressed higher levels of organizational commitment.

Practitioner Points

• The findings presented here add to previous evidence that public employees seek and attain more altruistic and public‐service‐oriented rewards than private sector employees. In particular, we add evidence that these differences hold in many different nations and cultural contexts.
• Compensation and incentive system reforms in many governments have often concentrated on financial incentives and streamlining procedures for discipline and removal. Such matters are important but should not drive out concerns with showing public employees the impact of their work on the well‐being of others and on the community and society. Leaders and managers should invest in incentive systems that emphasize such motives and rewards.
• Leaders and managers should invest in the use of altruistic and socially beneficial motives and rewards in recruiting systems.

     

Leadership and Meaningful Work in the Public Sector

There have been many important studies on leadership in the public administration discipline; however, scholarly inquiry still lags behind related disciplines such as psychology and business administration. This article helps fill that gap by analyzing the role that public leaders play in making work more meaningful for their employees, which, in turn, has a positive influence on employee job outcomes. Specifically, the authors analyze the mediating role of work meaningfulness in the relationships between leader‐member exchange and organizational commitment, work effort, and work‐to‐family enrichment. Samples from education, health care, and local government are used. Results show that leadership strongly influences work meaningfulness, which, in turn, influences job outcomes. In addition, the impact and extent of leadership and work meaningfulness are higher in health care and education than in local government. The results emphasize the importance of leadership and meaningful work in the public sector.     

Alternative measures of economic success among TANF participants: Avoiding poverty,hardship, and dependence on public assistance

Current debates about the success of TANF reforms have been obscured by the use of inconsistent indicators of success, as well as by measurement difficulties associated with alternative indicators. This paper considers conceptual and measurement issues associated with three different indicators of economic well‐being: independence from public assistance, having income above the poverty threshold, and freedom from material hardship. Survey and administrative data from a sample of TANF participants illustrate the sensitivity of conclusions to alternative ways of measuring each indicator. Also considered is the extent to which dependence, poverty, and hardship coincide, or capture important differences in outcomes. The principles underlying TANF reforms have implications for appropriate measures of economic well‐being, as the empirical importance of these implications demonstrates. © 2004 by the Association for Public Policy Analysis and Management.     

Centrelink – Viewed from the Community Sector

The government's introduction of a new service delivery agency, Centrelink, to deliver a range of programs including income support has been heralded as a major step forward in government service provision. Certainly no one would dispute that an improved level of service delivery can have major benefits for many low-income and disadvantaged people. However, it is becoming more apparent that there are tensions between the strong emphasis being placed on improving customer services and a social security system predicated on rights and entitlements under legislation. In a system where the former takes priority, the satisfaction of numerous customers with relatively uncomplicated situations may well be considered a more valuable outcome than the satisfaction of one person with a very complex situation that may require a high input of resources. When dealing with a 'service' such as income support – where people's access to assistance can make a fundamental difference to their ability to live decently – it is imperative that great care is taken before managerial and administrative models, such as a 'purchaser-provider split', are imported from other sectors. This article will explore these issues from the perspective of the community sector, particularly those who assist and advocate on behalf of low-income and disadvantaged people.     

Urban Pressures and Innovations: Sustainability Commitment in the Face of Fragmentation and Inequality

Local government innovations occur within environments characterized by high service‐need complexity and risk. The question of how broader environmental conditions influence governmental willingness or ability to innovate has been a long‐standing concern within organizational, management, and policy scholarship. Although wealth and education are robust predictors of the propensity to engage in a wide range of local sustainability activities, the linkages among governmental fragmentation, social inequality, and sustainability policies are not well understood. This study focuses on the conditions both within and across city boundaries in urban regions which inhibit adoption of sustainable development innovations. We utilize a Bayesian item response theory approach to create a new scale measuring sustainability commitment by local governments in the United States. The analysis finds service‐need complexity and capacity within local governments' organizational task environments have nonlinear influences on innovation in terms of both green building and social inclusion policy tools.