The impact of isomorphic pressures on the development of organisational service orientation in public services

B. Caemmerer, M. Marck

Research output: Contribution to conferencePaper

Abstract

This study investigates how isomorphic pressures impact on the service orientation of public sector organisations. In order to address this question we focused on the exploration of the factors impacting on organisational service orientation in two distinctively different public sector settings. The qualitative findings suggest that across different public sector settings organisations strive for an externally-driven, enthusiastic service orientation, but that interrelated isomorphic pressures and paradoxes impact on the achievement of this goal.

Conference

ConferenceAustralian and New Zealand Marketing Academy
CityMelbourne
Period30/11/092/12/09

Fingerprint

Service orientation
Public services
Paradox
Public sector

Keywords

  • service orientation
  • public sector
  • institutional theory
  • isomorphism
  • isomorphic pressures
  • organisational service orientation
  • public services

Cite this

Caemmerer, B., & Marck, M. (2009). The impact of isomorphic pressures on the development of organisational service orientation in public services. Paper presented at Australian and New Zealand Marketing Academy, Melbourne, .
Caemmerer, B. ; Marck, M. / The impact of isomorphic pressures on the development of organisational service orientation in public services. Paper presented at Australian and New Zealand Marketing Academy, Melbourne, .
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abstract = "This study investigates how isomorphic pressures impact on the service orientation of public sector organisations. In order to address this question we focused on the exploration of the factors impacting on organisational service orientation in two distinctively different public sector settings. The qualitative findings suggest that across different public sector settings organisations strive for an externally-driven, enthusiastic service orientation, but that interrelated isomorphic pressures and paradoxes impact on the achievement of this goal.",
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author = "B. Caemmerer and M. Marck",
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Caemmerer, B & Marck, M 2009, 'The impact of isomorphic pressures on the development of organisational service orientation in public services' Paper presented at Australian and New Zealand Marketing Academy, Melbourne, 30/11/09 - 2/12/09, .

The impact of isomorphic pressures on the development of organisational service orientation in public services. / Caemmerer, B.; Marck, M.

2009. Paper presented at Australian and New Zealand Marketing Academy, Melbourne, .

Research output: Contribution to conferencePaper

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T1 - The impact of isomorphic pressures on the development of organisational service orientation in public services

AU - Caemmerer, B.

AU - Marck, M.

PY - 2009

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AB - This study investigates how isomorphic pressures impact on the service orientation of public sector organisations. In order to address this question we focused on the exploration of the factors impacting on organisational service orientation in two distinctively different public sector settings. The qualitative findings suggest that across different public sector settings organisations strive for an externally-driven, enthusiastic service orientation, but that interrelated isomorphic pressures and paradoxes impact on the achievement of this goal.

KW - service orientation

KW - public sector

KW - institutional theory

KW - isomorphism

KW - isomorphic pressures

KW - organisational service orientation

KW - public services

M3 - Paper

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Caemmerer B, Marck M. The impact of isomorphic pressures on the development of organisational service orientation in public services. 2009. Paper presented at Australian and New Zealand Marketing Academy, Melbourne, .