Customer Satisfaction Theory in Public Administration Education: Revisiting Student Evaluation of Teaching

How has the current austerity changed the public welfare organizations’ performance landscape in modern welfare states? Can public managers make their organizations adapt to the new performance landscape shaped by the austerity? These questions are answered on the basis of the Danish case of the provision of the services to the citizens with disabilities and/or social disadvantages. The result has implications, especially for public management in praxis. The case study shows that the managers’ most important managerial tool to make their organizations adapt to the new landscape is the challenging and decision-oriented dialogue.     

Distinguishing Motivational Traits between Person-Organization Fit and Person-Job Fit: Testing the Moderating Effects of Extrinsic Rewards in Enhancing Public Employee Job Satisfaction

This research suggests dissimilar motivational traits of person-organization fit and person-job fit and their different interactive relations with the external regulation of work motivation in affecting public employee satisfaction. Conducting a hierarchical regression analysis, the study jointly tested the direct and interaction effects of perceived person-organization fit, person-job fit, and extrinsic rewards on job satisfaction. Findings demonstrated a crowding-out effect of extrinsic reward perceptions on the positive relationship between person-organization fit and job satisfaction. However, the moderation of extrinsic rewards did not appear to alter the influence of person-job fit on job satisfaction. Implications are further discussed.     

Abating the Consequences of Managerialism on the Forgotten Employees: The Issues of Support,Control, Coping,and Pay

With the widespread and continuing adoption of managerialism in the public sector, ignoring the impact of change on employees could prevent managerialism from achieving its goals. Subsequently, this study investigates the efficacy of an augmented demand-control-support (D-C-S) model in predicting three of the key employee outcomes in the context of organizational change—psychological health, job satisfaction, and organizational commitment. Analyses of a survey of 207 employees in the Australian public sector, a sector that has undergone, and continues to undergo, substantial change toward managerialism, found that the augmented D-C-S model explained a significant proportion of the employee outcomes in the public sector context. The most important variables were work-based social support and job control. Coping style and perceptions of work conditions, such as pay, were also significant. The augmented D-C-S model provides a useful, proven tool for managers operating within the contemporary public sector.     

政府公众满意度测评问题研究的进展与展望

20世纪90年代以来,以"新公共管理"和"新公共服务"为导向的政府再造改革浪潮在世界各国相继开展。进入新世纪,我国也确立了以构建服务型政府为基本导向的政府改革思路。在此背景下,公众对政府服务的满意度测评成为学术界研究的热点。文章总结梳理了国外政府公众满意度测评研究的脉络,分析当前我国对这一领域研究的轨迹与趋势,并对推动政府公众满意度问题的理论研究和实践探索作出了展望。     

Comprehensive Performance Assessment and Public Services Improvement in England? A Case Study of the Benefits Administration Service in Local Government

The purpose of this paper is to independently evaluate the impact of the Comprehensive Performance Assessment regime on one particular public service, namely the provision of council tax and housing benefits distributed by local authorities throughout the course of the regime. This service was assessed in every iteration of the CPA methodologies and it included one of the few key performance indicators (KPIs) where the definition of the performance indicator, the means of collection and the public reporting of its results, remained the same throughout the CPA period between 2002 and 2008.

The findings show that there were considerable and consistent improvements in benefits administration nationally within England and across all of its regions. The paper then investigates a series of propositions. Whether there was any significant variations in the performance of larger as opposed to smaller authorities, or between predominantly rural authority areas and urban authorities or between authorities with different party political control. Finding no significant differences the research suggests implementation of the CPA regime itself appears to have had a catalytic effect upon the performance of the benefit administration services within local authorities throughout this period. The paper therefore concludes with a brief discussion as to whether the findings support the theoretical position of proponents of neo-institutionalism isomorphism or more traditional rational actor theories of public choice.     

Meeting the Information Needs of Older People: A Challenge for Local Governance

The challenge of the ageing population is not just to provide more services but to employ new strategies. One of these is the need to rethink the provision of information to older people and their carers. This paper makes four points. First, that information and access to information have become more critical issues. Second, that older people may place a much higher value on information than other citizen groups but their access is poor for a range of reasons. Third, that the processes by which older people seek information may be empowering. Finally, effective partnerships with creative older people can be a catalyst to changing governance cultures which is a vital step in modernising local government. The paper draws upon examples from the author's experience of working alongside older people under the umbrella of the Better Life in Later Life project in Newcastle upon Tyne.     

Assessing democracy from below: A framework and indonesian pilot study

The emerging crisis of both elitist and popular strategies of democratization calls for assessments of the problems and options in such a way that different arguments may be put to the test while facilitating debate on improved agendas. This article first discusses the development of a framework for such assessments in the context of the most populous of the ‘third wave democracies’, Indonesia. The best audit of institutional performance, that of Beetham, is developed further by adding the scope of the institutions and the will and capacity of the local actors to improve and use them. This is followed by a presentation of the salient results from a thus designed survey comprising 330 questions to about 800 experienced democracy workers in all 32 provinces. Indonesia's actually existing democracy is surprisingly liberal and accepted as ‘the only game in town’. It suffers, however, from defunct instruments to really facilitate political equality and popular control of public affairs. This is due to monopolization of most rights and institutions by the establishment and the political marginalization of the democratic agents of change. The problems, however, are not all ‘structurally inevitable’. The article concludes by specifying the potential for improvements.     

Job Stress and Job Satisfaction Among Jail Staff: Exploring Gendered Effects

Despite increased representation in correctional work settings, women still encounter obstacles in this male-dominated occupation—obstacles that have the potential to affect their levels of job stress and job satisfaction. Although gender-based differences in job stress and job satisfaction have been analyzed in several prison settings, much less work has been conducted in the often neglected correctional arena of jails. The current study fills this empirical void by examining jail staff at a large county correctional system in Orlando, Florida. Ordinary least squares regression analysis indicated that different facets of the work environment differentially affected the job stress and job satisfaction of 419 women and 493 men working in a large urban jail system. Specifically, role ambiguity, perceived dangerousness, coworker relations, input into decision making, and administrative support had larger effects on job stress for women compared to men. For job satisfaction, the only workplace variable to have a gendered effect was administrative support, which also had a greater effect for women than men. The findings reveal gender-related differences, especially in terms of job stress.     

我国大型资源型企业经济转型的发展效果评价——基于平煤神马集团的实证研究

对大型资源型企业经济转型发展的效果进行评价,对于发展循环经济,促进矿区实现可持续发展至关重要。在对几种典型的评价方法进行比较和改进的基础上,根据典型案例的具体情况,运用适应于对大型资源型企业经济转型发展进行综合评价的方法评价了其经济转型发展的效果,以期为同类企业经济转型发展的效果进行科学评价提供一个范例与思路的同时,也能为政府对大型资源型企业的经济转型发展进行科学考核提供可靠的依据以及为企业找出经济转型发展过程中存在的不足与偏失、改进今后的工作提供有益的参考。     

Risk and the Female Offender: An Analysis of Classification and Supervision Issues

Risk is a defining feature of punishment in the United States. This is evidenced by the profusion of actuarial risk assessment instruments, now entering their 4th generation. Although the literature on risk assessment specific to female offenders is growing, certain questions remain unresolved. In particular, it is still largely unknown how gender might influence classification and supervision for offenders under community supervision. This study reports findings from a survey of community corrections officers. The perceived level of risk, the decision to override a classification score, and the perceived importance of risk and need factors are discussed.