In Public Servants We Trust?: A behavioural experiment on public service motivation and trust among students of public administration,business sciences and law

Using a laboratory experiment with monetary rewards to explore the effect of self-reported public service motivation (PSM) on choosing to study public administration and on trust behaviour reveals that students of public administration behave more trusting and trustworthy than business sciences and law students. Self-reported PSM is positively associated with trust behaviour, but does not explain trust differences between the three groups. This indicates that the normative orientation that underlies self-reported PSM exerts a stronger influence on behaviour in a low-cost decision than in a high-cost decision with long-term consequences such as choosing a field of study.     

Public service motivation- individual performance relationship: Does user orientation matter?

Many studies find positive associations between Public Service Motivation (PSM) and individual performance, but we know little about potential mediators and moderators.In this study, we test the mediating role of User Orientation (UO) - the motivation to benefit individual recipients of public services - and the moderating role of individual and work-related characteristics by collecting data from 618 teachers and 156 school principals working in all grades of state schools in southern Italy. After applying structural equation modeling and group comparisons, results show that individuals with a strong orientation to do good for others and for society (PSM) are also better oriented towards helping specific public service users, the students in our case. In turn, the desire to benefit students and satisfy their needs leads individuals to enhance their self-reported performance at work. Eventually, the implications of our findings and possible areas of future research are discussed.     

物流企业服务创新的动因分析与创新途径研究

传统物流企业服务的现状已经明显滞后于整个经济体系和物流产业的发展需要,因此物流企业服务创新已经成为物流企业下一步发展的原动力。文章基于物流企业服务创新的动因分析,提出了五条物流服务创新的策略途径。     

Organizational commitment and service delivery: evidence from an industrial setting in the UK

In this paper the links between organizational commitment and the delivery of service quality are explored. Using data from a survey of contact-level employees within an industrial service organization, the hypotheses that the antecedents to service quality do indeed drive the service delivery gap, that there is a relationship between organizational commitment and service delivery and that the antecedents of the service delivery gap are related to organizational commitment are tested. All three hypotheses are accepted, although the link between organizational commitment and service delivery is not very strong. However, it is found that organizational commitment is strongly tied to role ambiguity and teamwork as antecedents of the service delivery gap.     

旅游服务供应链中的激励机制设计

对旅游服务供应链中的激励机制的设计思路以及实施策略进行了系统的探讨,并提出了信誉度激励、绩效激励、信任激励、信息激励、淘汰激励的手段,以期提高旅游服务供应链整体综合竞争实力。     

东营市公共服务标准化实践与探索

随着标准化理论的广泛应用,将标准化简化、统一、协调、优化等原理应用于公共服务领域,能有效地利用公共资源,简化工作程序,提供高效和可持续服务,达到公共服务领域的最佳状态。本文分析了东营市公共服务领域标准化实践、待解决问题,并提出了相关发展建议,为以标准化手段促进公共服务高效均等化、建设服务型政府提供参考。     

Problems of Incentives for Employees in the Quality Management of the Service Sector

The paper presented below concentrate on worker’s motivation problems in quality management of the services sector. The problem with motivation is particularly important in management of services. In our publication, we analyze motivation system in McDonald’s restaurants form quality of services point of view.     

Reforming public services: does service logic have anything to offer?

ABSTRACT

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.     

中国传统文化视角下公共服务动机本土化研究

公共服务动机理论兴起于西方国家政府面临“信任危机”的现实背景和公共选择理论中“经济人”假设无法解释为何勤奋工作、默默奉献和甘于自我牺牲的“有原则的代表”人的存在的理论背景,其已经成为公共管理学研究领域的热点话题。针对中国传统文化对公务员公共服务动机影响的研究中还缺少系统的分析。基于此,论文分析了以中国传统文化中蕴涵的价值观作为前因变量,对公共服务动机产生的影响,希望对未来公共服务动机本土化的研究提供参考依据。     

Why People Co-Produce: Analysing citizens’ perceptions on co-planning engagement in health care services

Abstract

The aim of this article is to comprehend the motivation of citizens to co-produce. More specifically, it considers citizens’ motivations to engage in co-planning activities of health care services. The article brings together theoretical insights and empirical data. First, we integrate insights from different strands of literature. We combine literature on citizen participation, political efficacy, co-production, volunteerism, public service motivation, and customer engagement to offer a first understanding of citizens’ motivations to actively engage as co-producers of public services. Next, empirical data are derived from one specific case: citizens participating in client councils in health care organizations. Q-methodology, a method designed to systematically study persons’ viewpoints, is used to distinguish different perspectives citizen have on their engagement in co-production. Our analysis of citizens’ motivations to engage in client councils enables us to identify four types of citizen co-producers, which we label: the semi-professional, the socializer, the network professional, and the aware co-producer. Implications for future research studying citizens’ motivations in a broader range of co-production cases are discussed.     

生产能力约束对服务企业质量差异化动机的影响

基于已有文献,本文分析生产能力约束对服务企业质量差异化动机的影响,当服务企业存在生产能力约束时,生产能力约束削弱了服务企业质量差异化的动机,此时服务企业的产品质量存在较小的差异化,同时也揭示了我国服务企业产品同质化存在的深层次原因。     

标准化提升公共服务质量与价值

目前我国公共服务供给仍不能满足整个社会的需求,公共服务质量不高是其主要原因之一。在我国,对于标准化在公共服务领域的应用及研究尚处于探索阶段,还没有一个成熟的理论体系。本文从公共服务的发展特性出发,着重分析了标准化对于公共服务质量与价值提升的内在作用,提出标准化是我国公共服务事业发展的必然要求,并就提升公共服务标准化的有效性提出对策建议     

Person–Organization Fit and Public Service Motivation in the Context of Change

This study examines public sector change, motivation and person–organization (P–O) fit in a stress context. The results provide empirical evidence that change initiatives produce change-induced stressors. However, change processes, including participation in change decision-making and the provision of change information, increase public service motivation, reduce change-induced stressors and ultimately improve P–O fit and job satisfaction. The results also depict that, in the context of change, public service motivation positively influences job satisfaction, with this relationship partially mediated by P–O fit. Implications for New Public Management and the importance of change processes for reducing workplace stress are discussed.