This research aims to explore the role of service innovation in enhancing customer satisfaction in the public sector organization in Indonesia. The research is conducted to address the lack of ...studies on the implementation of service innovation in the public sector organization in Indonesia, despite its importance in enhancing customer satisfaction. The study adopts a qualitative research approach, which involves collecting data from multiple sources, including interviews with service providers and customers, observations, and document analysis. The data collected were analyzed using content analysis to identify the themes and patterns. The findings of the study suggest that service innovation plays a crucial role in enhancing customer satisfaction in the public sector organization in Indonesia. Service innovation can improve the quality of service delivery, increase the efficiency of operations, and provide better customer experience. The study also identifies several factors that facilitate and hinder the implementation of service innovation, such as organizational culture, leadership support, and budget constraints.
This study contributes to our understanding of the differences in work motivation between the public and private sectors. Data from a survey of 3,314 private sector and 409 public sector employees in ...Belgium strongly confirm previous research showing that public sector employees are less extrinsically motivated. Differences in hierarchical level are more important determinants of work motivation than sectoral differences. In addition, most observed differences can be wholly or partially explained by differences in job content, not by the sector itself. Evidence is presented to show that motivational differences can be explained by a positive choice of work-life balance.
Public service motivation research has proliferated in parallel with concerns about how to improve the performance of public service personnel. However, scholarship does not always inform management ...and leadership. This article purposefully reviews public service motivation research since 2008 to determine the extent to which researchers have identified lessons for practice. The results of the investigation support several lessons—among them using public service motivation as a selection tool, facilitating public service motivation through cooperation in the workplace, conveying the significance of the job, and building leadership based on public service values. These results are important because they offer evidence that the field is coalescing around tactics that managers and leaders can use to address enduring concerns about employee motivation in the public sector. They also prompt us to articulate ideas that can guide a tighter integration of research and practice moving forward.
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.
This article responds to recent calls for research examining the mechanisms through which high-performance human resource practices (HPHRPs) affect employee outcomes. Using the theoretical lens of ...social exchange and process theories, the authors examine one such mechanism, public service motivation, through which HPHRPs influence employees' affective commitment and organizational citizenship behaviors in public sector organizations. A sample of professionals in the Egyptian health and higher education sectors was used to test a partial mediation model using structural equation modeling. Findings show that public service motivation partially mediated the relationship between HPHRPs and employees affective commitment and organizational citizenship behaviors. Similar results were achieved when the system of HPHRPs was disaggregated to consider the individual effects of five human resource practices.
The development of International Public Sector Accounting Standards (IPSASs) aims at harmonizing public sector accounting at an international level. IPSASs are intended to generate more comparable ...financial information across national boundaries and minimize differences in countries’ generally accepted domestic accounting principles. Despite the various advantages of adopting IPSASs, the new accounting standards have been accompanied by critiques in terms of implementation costs, lack of pressure, and alignment with public sector specialties. In addition, many countries have refused to adapt their governmental accounting systems to IPSASs. In the last two decades, a plethora of studies has investigated the evolution of an internationally comparable accrual‐based accounting system. This article provides a systematic review of this research. First, it identifies existing knowledge of research on IPSASs, resulting in a sample of 80 journal articles. Second, it structures research on IPSASs with an empirical focus in three main research areas: (a) antecedents of IPSAS adoption; (b) implementation of accrual accounting based on IPSASs; and (c) outcomes of IPSAS adoption. Third, it discusses the shortcomings and gaps in the existing research and develops an agenda for future research.
Public sector creativity is the origin of innovation and crucial to public sector organizations' ability to serve the public's interest. Factors affecting public servants' creativity, however, ...remained unexplored. This longitudinal qualitative digital diary study (N = 142) explores these factors. Our findings indicate that public servants' creativity appears affected by four salient factors: public servants' realistic evaluations of ideas, bureaucratic dimensions, out-of-balance work demands and (lack of) social contact. The underlying mechanics indicate that the public sector context demotivates public servants to be creative. These findings indicate avenues for practitioners to carefully consider when aiming to improve creativity within their organization.
We present an inductive, citizen-driven approach to identify stereotypes of public sector workers across the United States, Canada, the Netherlands and South Korea (Study 1: n=918; Study 2: n=3,042). ...Contrary to common negative portrayals, we idetify two positive stereotypes across countries - having job security and serving society; and one neutral/negative stereotype - going home on time. Notably, Americans and Canadians have a more favorable view of public sector workers than the Dutch and South Koreans. This study opens avenues for exploring positive public sector stereotypes and the impact of context on these perceptions.
The nascent adoption of Artificial Intelligence (AI) in the public sector is being assessed in contradictory ways. But while there is increasing speculation about both its dangers and its benefits, ...there is very little empirical research to substantiate them. This study aims at mapping the challenges in the adoption of AI in the public sector as perceived by key stakeholders. Drawing on the theoretical lens of framing, we analyse a case of adoption of the AI system IBM Watson in public healthcare in China, to map how three groups of stakeholders (government policy-makers, hospital managers/doctors, and Information Technology (IT) firm managers) perceive the challenges of AI adoption in the public sector. Findings show that different stakeholders have diverse, and sometimes contradictory, framings of the challenges. We contribute to research by providing an empirical basis to claims of AI challenges in the public sector, and to practice by providing four sets of guidelines for the governance of AI adoption in the public sector.
•We map how stakeholders frame challenges of AI adoption in the public sector.•We investigate the adoption of IBM Watson in public healthcare in China.•We identify challenges in seven dimensions as framed by three stakeholder groups.•Stakeholders have diverse framings of AI adoption in the public sector.•We suggest future research and provide four governance recommendations.
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