This paper argues for the need to go beyond appreciating co‐production as a stand‐alone process. Rather it offers a holistic model of value creation for public services, by integrating insights from ...both the public administration and management and the service management and marketing literatures. The components of this model are the loci, elements, and processes of value creation. Co‐production is located within this model but only as one process, not as the pre‐eminent one. The implications of this new model for public management theory and practice are explored.
Purpose: This study is aims to analyze relationships among population, resident income, fiscal characteristics, and operating expenses in Korean local governments through investigating factors that ...affect operating expenses for managing local governments. Design/methodology/approach: To examine the factors affecting operating expenses, this study utilizes research framework using key determinants of budget execution in terms of operating expenses with the political market approach. For doing so, this study conducts panel regression analysis using 226 Korean local governments' empirical data during FY2016-FY2020. Findings: Analytical results show that population and fiscal factors of local governments do not explain a size of operating expenses; moreover, it reveals that local governments with a small population and fiscal size tend to spend more operating expenses. Research limitations/implications: Tis study is initiated based on the hypothesis that decrease of population would lead to decline demands for public goods and public services, which reduce the number of public goods and public services, and it would finally cause the reduction of local governments' operating expenses. However, this study has a limitation regarding to restricting the period of data since FY2016. Originality/value: Despite the above limitation, this study reveals that population variables and fiscal variables do not explain a size of operating expenses of Korean local governments. Rather, the analytical result shows that local governments with a small population and fiscal size spend more operating expenses. Therefore, this study suggests that it pays more attention to improving efficiency of organizational operation of local governments in the future.
This article discusses what service management and the logic of service (SL) can offer to public service management. There are no real inbuilt differences between public and private service ...organizations and no reasons why public service organizations (PSOs) would be less efficient and less service-focussed and oriented towards service users than private service organizations. Good service management rather than privatization is required to make a PSO more efficient and effectively outward-oriented. Service-focussed value creation management and how service logic can be applied by PSOs to enable them to transform to outward-focussed service organizations are discussed. A change framework is presented.
Although the association between public service motivation (PSM) and job performance has received increased attention, there is limited knowledge of the mechanisms underlying its effects. Utilizing ...data from Chinese civil servants and their supervisors, the authors found that PSM results in higher levels of organizational identification and leads to higher levels of job performance because civil servants perceive the organization's fate and results as their own.
IMPACT
Our study demonstrates that organizational identification is a key mechanism that explains how public service motivation (PSM) leads to higher levels of performance. To improve performance, public agencies should create an environment that helps employees identify with the organization, for example by highlighting the distinct services that the organization provides for the public and by establishing socialization practices for newcomers.
Images that tell a powerful story are critical for the success of public service advertisements. This research aims to demonstrate when photographs versus illustrations in visual media are most ...effective in motivating consumer prosocial behavior. The moderating role of construal level (i.e., how abstractly or concretely people represent information) is examined. Results of three lab experiments and one field study show that, in motivating prosocial response toward public service advertisements, photograph visuals are more effective when paired with concrete mindsets, whereas illustration visuals are more effective when paired with abstract mindsets. This matching effect leads to enhanced processing fluency and subsequent empathic response, which motivates prosocial behavior. The matching effect is reversed, however, when the public service advertisement's social issue is directly relevant to the viewer's identity.
In this article, we examine the role that formal strategic planning plays in determining the success of strategy implementation in a set of more than 150 public service organizations from Canada. We ...also analyse the mediating effects of managerial involvement in strategic planning and the moderating effects of stakeholder uncertainty on the planning-implementation relationship. A structured online questionnaire was used to collect the data. Our findings suggest that formal strategic planning has a strong positive relationship with implementation, which, though mediated by managerial involvement, becomes even more salient in the face of stakeholder uncertainty. Several implications of these findings are discussed.
This study aims to analyze the implementation of public services during the Covid-19 pandemic at the Bukittinggi City Tourism, Youth and Sports Office, analyze the quality of public services that ...were hindered by the Covid-19 pandemic at the Bukittinggi City Tourism, Youth and Sports Office and analyze the factors that influence public services during the Covid-19 pandemic at the Bukittinggi City Tourism, Youth and Sports Office. This type of research is qualitative with a descriptive method and was carried out at the Office of Tourism, Youth, and Sports of Bukittinggi City and the technique used in testing the validity of the data is by using triangulation techniques. The results of this study are 1. The implementation of public services during the Covid-19 pandemic at the Tourism, Youth, and Sports Office of Bukittinggi City, namely productivity, service quality, responsiveness, responsibility, and accountability, 2. The quality of public services that are hindered by the Covid-19 pandemic 19 at the Tourism, Youth, and Sports Office of the City of Bukittinggi, namely the delivery of service information through information bulletin boards and pamphlets, improving the online service delivery system, and increasing the competence of service implementers. 3. The factors that affect public services during the Covid-19 pandemic at the Tourism, Youth and Sports Office of Bukittinggi City are the right policy response in the tourism sector, careful planning, sustainable cooperation, quality MSME products, and socializing return to the tourism sector through the media.
Academic and public libraries are continuing to transform as the information landscape changes, expanding their missions into new service roles that call for improved organizational performance and ...accountability. Since Assessing Service Quality premiered in 1998, receiving the prestigious Highsmith Library Literature Award, scores of library managers and administrators have trusted its guidance for applying a customer-centered approach to service quality and performance evaluation. This extensively revised and updated edition explores even further the ways technology influences both the experiences of library customers and the ways libraries themselves can assess those experiences. With a clear focus on real-world application, the authors -Challenge conventional thinking about the utility of input, output, and performance metrics by suggesting new ways to think about the evaluation and assessment of library services -Explain service quality and customer satisfaction, and demonstrate how they are separate but intertwined -Identify procedures for qualitatively and quantitatively measuring both service quality and satisfaction -Encourage libraries to take action by presenting concrete steps they can take to become more customer-centric -Offer a range of customer-related metrics that provide insights useful for library planning and decision making, such as surveys and focus groups This book shows how to nurture an environment of continuous improvement through effective service quality assessment.
To address some of the inconsistencies in the literature regarding links between public service motivation (PSM) and individual performance, this study proposes and tests a three-path mediation model ...in public higher education in which the relationship is mediated by person–organization fit (P-O fit) and organizational commitment (OC) in serial. Based on a sample of 692 faculty at an urban public university, we find that P-O fit and OC as a causal chain mediate the relationship between PSM and organizational citizenship behavior and that this mediated relationship varies depending on the specific context of the performance dimensions. While PSM has positive influence on service through its effect on P-O fit and OC in serial, the results indicate an indirect negative effect on research productivity and no association with teaching. The results regarding both direct and indirect effects further reveal that the directions and significance of the relationships can vary depending on how performance is conceptualized.
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