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

B. Caemmerer, M. Marck

Research output: Contribution to conferencePaper

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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.
Original languageEnglish
Publication statusPublished - 2009
EventAustralian and New Zealand Marketing Academy - Melbourne
Duration: 30 Nov 20092 Dec 2009

Conference

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

Fingerprint

Public services
Service orientation
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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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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AU - Marck, M.

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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

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KW - organisational service orientation

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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, .