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.     

Vicious dogs part 2: criminal thinking, callousness, and personality styles of their owners

Every year over 885,000 dog bites require serious medical attention. Based on human injury and insurance claims, six dog breeds were designated as "vicious" (Akitas, Chows, Dobermans, Pit Bulls, Rottweilers, and Wolf-mixes). This study was conducted to expand on previous research examining antisocial tendencies and personality styles of people choosing to own vicious breeds. Seven hundred and fifty-four college students completed a questionnaire assessing type of dog owned, criminal thinking, callousness, personality, alcohol usage, and deviant lifestyle behaviors. Vicious dog owners reported significantly higher criminal thinking, entitlement, sentimentality, and superoptimism tendencies. Vicious dog owners were arrested, engaged in physical fights, and used marijuana significantly more than other dog owners. However, the homogeneous sample utilized could impact the generalizability of these findings. Choosing to own a vicious dog may be a "thin slice" indicator of more antisocial tendencies.     

Observed Characteristics of Suicidal Hangings: An 11-year Retrospective Review

Many studies have been published regarding suicidal hanging deaths, and most forensic pathologists and coroners are very familiar with such causes of death. Forensic pathologists are challenged over their rulings regarding manner of death in part because the general public has a limited scope of knowledge. One such challenge centers on the question of whether a hanging can be a suicide if the individual is not fully suspended. The authors designed a retrospective study to review suspension in hangings and to analyze other criteria used to help in deciding manner of death. We examined 229 suicidal hanging deaths over an 11-year period (1997 through early 2009) using the data from two separate jurisdictions in Ohio. In conclusion, we found that the vast majority (83.4%) of people who hanged themselves were found partially suspended. Among other criteria analyzed, only the presence of petechial hemorrhages and acute neck injury was statistically significant.     

Perceiving Self-Interest: Power,Ideology, and Maintenance of the Status Quo

We explore the perception of self-interest based on the social position of the person making a persuasive argument, and whether the argument challenges peoples representation of the social world. More self-interest is perceived when it is made on behalf of a small rather than a large group (Experiment 1), comes from a low status rather than a high status group (Experiment 2), and when it benefits an outgroup more than an ingroup (Experiment 3). We show that attempting to change the political status quo, no matter whose interests it may serve, leads to perceptions of self-interest (Experiment 4). We discuss these findings in terms of beliefs, social ideologies, and attitudes, and argue that perceptions of self-interest are often a marker of the defense of the status quo from perceived threats.     

Risky sexual behavior in college students: Relationships between number of sexual partners,disclosure of previous risky behavior,and alcohol use

To examine relationships between disclosure of previous sexually risky behavior to current sexual partners, multiple sexual partners, condom and alcohol use, and vulnerability to Acquired Immunodeficiency Syndrome, an anonymous survey was administered to 427 unmarried undergraduates. Of the 262 sexually active students (66%), one third reported having more than one sexual partner in the prior 11 weeks and three fourths reported inconsistent or no condom use. Failure to disclose having previous sexual partners, not using condoms, and testing positive for human immunodeficiency virus (HIV) or other sexually transmitted diseases (STDs) was common among both men and women. Students with multiple sexual partners were less likely to disclose about previous partners and about failure to use condoms, and more likely to use alcohol prior to sexual activity. Although 40.8% of respondents said they did not use or were less likely to use condoms while drinking, no relationship between alcohol and condom use assessed during the last discrete incident was found. College students continue to engage in sexual activity that puts them at risk for contracting HIV and other STDs. Self-disclosure about past risky behavior, when it occurs, does not appear to lead to higher levels of condom use.The authors contributed equally to this study.Received Ph.D. from West Virginia University. Research interests: AIDS prevention, community-based behavior change, and women in higher education.Received Ph.D. from University of California, Davis. Research interests: Cognitive neuroscience, attention, and alternate states of consciousness.     

Measuring Client Satisfaction and Engagement: The Role of a Mentor Parent Program in Family Drug Treatment Court

Parent engagement is an important intermediate outcome in Family Drug Treatment Court (FDTC) and child welfare services. This study explored the utility and reliability of a client satisfaction and engagement survey designed to measure interim outcomes of a Mentor Parent Program, operating in conjunction with a FDTC. Findings suggest the survey is a useful, parsimonious and reliable tool for measuring key dimensions of parent mentor services including client engagement; client‐centered support and empowerment; and help with systems navigation and accessing resources. The survey may be adapted for use in other FDTC or parent mentor contexts.     

Understanding Perceptions of Racism in the Aftermath of Hurricane Katrina: The Roles of System and Group Justification

The present study examined perceptions of racism in events that occurred during the aftermath of Hurricane Katrina among a community sample of New Orleans area residents. Drawing on system justification theory, we examined system justification motives (i.e., meritocracy beliefs) and group justification motives (i.e., group identity) as predictors of perceptions of racism among African Americans and European Americans. Compared to African Americans, European Americans perceived much lower levels of racism in Katrina-related events. Furthermore, meritocracy beliefs were negatively related to perceptions of racism among both African Americans and European Americans. However, private regard (a component of group identity) was positively related to perceptions of racism among African Americans, but negatively related to perceptions of racism among European Americans. The results suggest that both system and group justification motives independently predict perceptions of racism in an important real-world event. Furthermore, system and group justification motives appear to operate in opposition for African Americans, but in tandem for European Americans.