Improving Customer Service In Public Sector Organizations

The purpose of this paper is to formulate a customer orientation framework, which may assist in providing service organizations with strategies for a competitive advantage. The proposed markét-led approach towards excellent service for Shanghai Telecom customers includes upgrading staff awareness of external competition, changing culture, leadership, information channels, and staff training. It involves customers and employees in the design of service strategies. It is suggested that the remuneration should be linked to customer satisfaction. A new marketing division would consider competitive advantage issues. The findings and recommendations on the bridging gaps between customer expectations and the provision of service are of interest in over eighty countries that are currently restructuring their state-owned enterprises.     

Decentralization,the New Public Management,and The Changing Role of The Public Sector In Africa

The role of the public sector in most countries around the world is changing both with respect to public service delivery and the stimulation of economic progress. That change, which was occasioned by the need for policy reform, has resulted in what is now termed ‘the new public management’, reflecting a movement away from the old values and norms of public sector administration. This article examines and analyses the concept of decentralization and its relevance to the changing role of the public sector, within the context of ‘the new public management’. and with special reference to Africa. The perspective of the article assumes that the new public management provides an appropriate framework for responding to the efficient delivery of public services in Africa.     

Contractualism In the Public Sector

Contractualism in the public sector is more than just another fad. Its use will continue into the next century, meaning that we need to model what a pure model of contractualism entails for the delivery of services in the public sector. The article suggests such a model and states the limits of its employment.     

Graduate Recruitment In the Australian Public Sector

ABSTRACT

Service orientation in the HRM system is a lever for public employees to serve the public even beyond their work roles. Our research seeks to understand how work engagement links service-oriented high-performance work systems (HPWSs) to public employees’ service-oriented behaviours. Employees and their managers from public legal service agencies in the Vietnamese context were recruited as participants in our research project. The research results demonstrated the role of employee work engagement in mediating the relationships between service-oriented HPWSs and service-oriented in-role performance as well as service-oriented organizational citizenship behaviour (OCB). The interactions were also found between service-oriented HPWSs and HRM system strength, as well as between service-oriented HPWSs and public service motivation in catalysing work engagement.     

The Expansion of the Private Sector

How important is the recent expansion of the private sector in Eastern Europe? Professor Jan Winiecki of the Institute of Labour Research, Warsaw, in the first of a series of Letters from Eastern Europe, argues that the expansion of private enterprise in socialist economies may not be all that it appears.     

Broadening the Focus of Public Service Consumerism

Abstract

The figure of the consumer has been central to the UK New Labour government's approach to reforming public services. However, this article is critical of the narrow debate of the Government and its critics around the consumer as chooser. It aims to broaden the debate by drawing attention to relatively neglected historical, geographical and conceptual material on consumerism in order to present a wider view of the consumer of public services.     

业主自治管理中的私人秩序

许多治理机制可以打破交易中存在的囚徒困境所带来的低效率均衡,自发的私人秩序、有组织的私人秩序和公共秩序具有互补性和替代性.城市居住小区的业主要实现有效的资源合作治理,必须让这些秩序及其组合发挥作用.由于业主自治具有公共资源管理性质,缺乏市场激励机制,因此现实中存在了种种障碍和弊端.论文主要探讨了业主内部应如何建立起私人秩序来保证合作的顺利进行.     

从公共服务的角度看社区卫生服务的发展

社区卫生服务是一种面向社区的整体化服务模式,以个人为中心,以家庭为单位,在我国,社区卫生服务是为了解决看病贵、看病难而出现的,是我国卫生改革发展的一项重要举措,本文从公共服务的角度对社区卫生服务的发展进行分析。     

Development of an Approach to the Validation Of Client Assessment Models In Social Services Using a Group Process Support System

This article reports an application of a Group Process Support System to facilitate the validation of a client assessment model used in social services. Various models have been proposed to aid client assessment, but the key to their successful application in practice is the degree of consistency of judgement which results from their use. The article describes an investigation into this aspect of consistency of model application with three groups of care managers within a county council, and in particular discusses a group session process which addresses issues of model validity. This process facilitated the identification of a number of aspects of the model which needed attention in order to achieve a high degree of consistency in application.     

The Producer Service Sector in Italy: Long-term Growth and its Local Determinants

Abstract

This paper analyses the local determinants of producer service growth in Italy, focusing on agglomeration economies. From a methodological viewpoint, we address the critique on the Glaeser et al. (1992)-type employment growth regressions by deriving a reduced-form equation that incorporates variables affecting both local labour supply and local demand for the industry's output. At the same time, by implementing an error-correction approach, we improve on previous dynamic specifications that do not allow for short-term fluctuations along the steady-state growth path. It turns out that long-run employment growth is positively influenced by specialization, with a smaller role played by urbanization externalities. These results are in line with the empirical findings of recent analysis based on firm-level TFP (total factor productivity) estimates, thus providing them with a valuable cross-validation, considering that TFP measurement is far from being undisputed, especially in the service sector.

Le secteur tertiaire en Italie: expansion à long terme et ses déterminants locaux

RÉSUMÉ?La présente communication analyse les déterminants locaux de la croissance des services de producteur en Italie, en se concentrant sur les économies des agglomérations. Du point de vue de la méthodologie, nous axons la critique sur les régressions de la croissance de l'emploi du type Glaeser et al. (1992), en dérivant une équation à forme réduite incorporant des variables affectant l'offre de main-d’æuvre locale et la demande locale pour la production industrielle. Parallèlement, et en réalisant une méthode de rectification des erreurs, nous optimisons des spécifications dynamiques précédentes, qui ne tiennent pas compte des fluctuations à court terme le long du chemin de croissance équilibrée à taux constant. Il en ressort que la spécialisation influe de façon positive sur l'expansion de l'emploi à long terme, un rôle plus limité revenant à des facteurs externes de l'urbanisation. Ces résultats rejoignent les conclusions empiriques d'analyses effectuées récemment, basées sur des évaluations TFP au niveau d'entreprise, en apportant ainsi une importante validation croisée, les mesures TFP étant loin d’être contestées, en particulier dans le secteur tertiaire.

El sector de los servicios de productor en Italia: el crecimiento a largo plazo y sus determinantes locales

RÉSUMÉN?Este trabajo analiza los determinantes locales del crecimiento de los servicios de productor en Italia, centrándose en las economías de aglomeración. Desde un punto de vista metodológico, tratamos la crítica sobre las regresiones del crecimiento de empleo del tipo Glaeser et al. (1992), derivando una ecuación de forma reducida que incorpora variables que afectan tanto al suministro de mano de obra local como a la demanda local en relación con la producción de la industria. Al mismo tiempo, mediante la implantación de un planteamiento de corrección de errores, mejoramos las especificaciones dinámicas anteriores, que no tienen en cuenta las fluctuaciones a corto plazo a lo largo del curso de crecimiento continuo del estado. El resultado es que el crecimiento del empleo a largo plazo es influido positivamente por la especialización, con una menor función desempeñada por las externalidades de urbanización. Estos resultados coinciden con los descubrimientos empíricos de análisis recientes basados en estimaciones de la PFT, las cuales, aunque la medición de la PFT está lejos de ser innegable, les aportan una valiosa validación sesgada, especialmente en el sector de servicios.

     

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.     

The Carbon Neutral Public Sector

Abstract

This paper argues for research into the effectiveness of government strategies for a ‘carbon neutral public sector’. We review initiatives in three OECD countries: New Zealand, Australia and the UK. In all jurisdictions, government agencies have consistently stressed ‘leading by example’ as a rationale for adoption. ‘Direct mandate’ by the Prime Minister (NZ); ‘organic development’ from wider central government sustainability initiatives (UK); and a more ‘laissez faire’ approach by Australian Federal and State Governments, were identified as the general pathways leading to implementation. Our assessment indicates: a lack of understanding of the implementation process for carbon neutrality; a need to identify and critically examine the ‘offset threshold’ at which mitigation efforts cease and offsetting is adopted; an absence of any evaluation of the ‘leading by example’ rationale; a lack of inter-country comparisons; a gap in understanding the relationship with economic and social aspects of sustainability; and a need to evaluate the utility of core government departments as the focus of carbon accounting. We urge colleagues to consider research in this area with a view to contributing to the interdisciplinary solutions which we believe are required.     

农村空巢老人养老服务现状及服务体系构建探讨

在老龄化和城市化的双重背景下,农村空巢老人的养老问题日益突出,本文基于重庆市农村空巢老人实证研究基础上,总结当前重庆农村空巢老人生活及养老服务中面临的问题,提出农村空巢老人养老服务未来发展趋势,并初步探讨养老服务体系的构建。     

The Impact of a Rapidly Expanding Service Sector on Private Office Property: The Case of Hong Kong

Hong Kong's economy has undergone a remarkable transformation over the past two decades. The rapid expansion of the service sector is a major outcome. Within the services sector, the finance, insurance, real estate (FIRE) and business services sub-sector is the most influential and also the major source of generating demand for office space in the economy. This paper examines how the rapid expansion of the FIRE and business service sub-sector influences new office construction. Using the Engle-Granger (1987) methodology for cointegration and error correction mechanism (ECM), the causal relationships between growth of sub-sectors of the services sector and the new office space construction were explored. The FIRE and business services sub-sector growth is shown to be cointegrated with new office space construction. The paper reports empirical findings based on a sample survey on location and quality of space. The study reveals that the growth of the FIRE and business service sector has influenced office space development in terms of location of space, per capita space and the type and quality space during 1981-2000.     

陕西民办高校毕业生就业服务体系的完善与创新

新时期落实就业优先发展战略,是陕西民办高校战略转型阶段,面临的一项艰巨任务和新的挑战。陕西民办高校应与时俱进,不断创新和改革工作思路,积极整合优势资源,逐步完善就业服务体系,在确保毕业生充分就业的前提下,提高就业质量,促进学生体面就业。     

Managing Diversity In the Trinidad and Tobago Public Service

Representativeness and diversity in the composition of public institutions is an explicit goal of Public sector reform programmes. But the principle of diversity poses many challenges for the practice of human resource management, not least of which is maintaining confidence in the system and, by extension, morale among public officers. High morale and motivation contribute to performance and output, which are vital If the public sector Is to be results-oriented. Thls article takes the view that managing diversity is the equivalent of managing unproductive tensions that threaten to diminish performance and output. Trinidad and Tobago is a small multiethnic state In which ‘the public sector has become the theatre of inter-ethnic drama, as the two main groups compete for scarce resources and employment opportunities. The article considers the human resource management function within the Trinidad and Tobago public service and specifically the role of the pubtic service commission, and examines the key areas of recruitment, ptomotions and avenues available for resolving conflicts and grievances stemming from subjective perceptions of discrimination.     

试论标准化文献服务机构在企业技术创新中的作用和地位

文章中重点指出标准化是企业技术创新的重要推动力和重要组成部分,深入探讨标准化与企业技术创新的相互关系具有重要的意义。通过介绍国外标准化的实践与发展,以及我国的创新政策体系现状,着重强调了标准化文献服务机构在推动企业技术创新中的作用和地位,充分发挥标准文献服务的作用,深度挖掘和利用标准文献资源,将极大地推进我国企业标准化进程。     

The Economics of Private Sector Training: A Survey of the Literature

Abstract.  This survey organizes and summarizes existing theoretical work on private sector training. The theoretical models focus on investment efficiency, finance and turnover. Recent developments in the on-the-job training literature are characterized by strategic interaction between employers and employees and emphasize market imperfections.     

“互联网+”时代公共部门屏幕官僚建设研究

“互联网+”是互联网信息技术与传统各个领域的融合,并能够推进不同领域的创新,“互联网+政务”是政府等公共部门利用互联网技术实现公共部门的政务创新,这种政务创新的实现则取决于互联网上的公共人力资源——屏幕官僚.通过对屏幕官僚的研究发现,他们依然是公共政策的执行者,具有虚拟和现实的特征与影响,其组织认同决定着他们在“互联网+政务”中的作用.因此,在对“互联网+政务”公共人力资源建设时,需要从组织认同的角度去考虑,以激发和保持屏幕官僚的积极性、自律性,进而实现“互联网+政务”的目标和价值.     

转变发展模式建设公共服务型公用事业

公用事业是地区经济发展、社会进步,百姓安居乐业的基础,对公用事业的治理历来是政府的重要职能.公用事业发展到今天.历经了政府垄断型公用事业、市场发展型公用事业以及公共服务型公用事业模式转换.本文在简要回顾公用事业发展历程.分析三种不同发展模式的基础上,提出批判地继承市场发展型公用事业模式,倡导以公共利益为导向,公共服务为指导理念的"公共服务型公用事业"的新模式,并对公共服务型公用事业下政府治理方式的转变提出了具体意见和建议.