An exploration of the service orientation discrepancy phenomenon in the public sector

Barbara Caemmerer, Alan Wilson

Research output: Contribution to journalArticle

3 Citations (Scopus)

Abstract

This article explores the nature, antecedents and consequences of a potential service orientation discrepancy in a UK public sector setting. The quantitative and qualitative data collected suggest that: (1) similar to the private sector, employees perceive a discrepancy between their own service orientation and that of the organisation; (2) the antecedents for this discrepancy differ from the private sector: employees' commitment to help communities contrasts with Modernising Government efforts to drive efficiency while neglecting effectiveness; (3) emphasising the development of tailored and proactive services may reduce the service orientation discrepancy and thus improve service performance and job satisfaction.
LanguageEnglish
Pages355-370
Number of pages16
JournalServices Industries Journal
Volume31
Issue number3
DOIs
Publication statusPublished - 2011

Fingerprint

Personnel
Job satisfaction
Discrepancy
Public sector
Service orientation
Private sector
Nature
Service performance
Employees
Government
Qualitative data
Employee commitment

Keywords

  • public sector
  • job satisfaction
  • service orientation
  • service performance
  • service management

Cite this

@article{730e2cae4c24496aa992cb8cc332a6eb,
title = "An exploration of the service orientation discrepancy phenomenon in the public sector",
abstract = "This article explores the nature, antecedents and consequences of a potential service orientation discrepancy in a UK public sector setting. The quantitative and qualitative data collected suggest that: (1) similar to the private sector, employees perceive a discrepancy between their own service orientation and that of the organisation; (2) the antecedents for this discrepancy differ from the private sector: employees' commitment to help communities contrasts with Modernising Government efforts to drive efficiency while neglecting effectiveness; (3) emphasising the development of tailored and proactive services may reduce the service orientation discrepancy and thus improve service performance and job satisfaction.",
keywords = "public sector, job satisfaction, service orientation, service performance, service management",
author = "Barbara Caemmerer and Alan Wilson",
year = "2011",
doi = "10.1080/02642060802712806",
language = "English",
volume = "31",
pages = "355--370",
journal = "Service Industries Journal",
issn = "0264-2069",
number = "3",

}

An exploration of the service orientation discrepancy phenomenon in the public sector. / Caemmerer, Barbara; Wilson, Alan.

In: Services Industries Journal, Vol. 31, No. 3, 2011, p. 355-370.

Research output: Contribution to journalArticle

TY - JOUR

T1 - An exploration of the service orientation discrepancy phenomenon in the public sector

AU - Caemmerer, Barbara

AU - Wilson, Alan

PY - 2011

Y1 - 2011

N2 - This article explores the nature, antecedents and consequences of a potential service orientation discrepancy in a UK public sector setting. The quantitative and qualitative data collected suggest that: (1) similar to the private sector, employees perceive a discrepancy between their own service orientation and that of the organisation; (2) the antecedents for this discrepancy differ from the private sector: employees' commitment to help communities contrasts with Modernising Government efforts to drive efficiency while neglecting effectiveness; (3) emphasising the development of tailored and proactive services may reduce the service orientation discrepancy and thus improve service performance and job satisfaction.

AB - This article explores the nature, antecedents and consequences of a potential service orientation discrepancy in a UK public sector setting. The quantitative and qualitative data collected suggest that: (1) similar to the private sector, employees perceive a discrepancy between their own service orientation and that of the organisation; (2) the antecedents for this discrepancy differ from the private sector: employees' commitment to help communities contrasts with Modernising Government efforts to drive efficiency while neglecting effectiveness; (3) emphasising the development of tailored and proactive services may reduce the service orientation discrepancy and thus improve service performance and job satisfaction.

KW - public sector

KW - job satisfaction

KW - service orientation

KW - service performance

KW - service management

UR - http://www.scopus.com/inward/record.url?scp=78751632080&partnerID=8YFLogxK

U2 - 10.1080/02642060802712806

DO - 10.1080/02642060802712806

M3 - Article

VL - 31

SP - 355

EP - 370

JO - Service Industries Journal

T2 - Service Industries Journal

JF - Service Industries Journal

SN - 0264-2069

IS - 3

ER -