Project management priorities and the link with performance management systems

This paper reports the results of a project management practices study in the U.K. social housing sector. A five‐factor model of project priorities is established, comprising traditional measures of project cost, time, and quality, in combination with a need to focus on stakeholders and to develop a customer and project team orientation. This model supports and integrates previously fragmented notions of project performance measurement. The relationship between these five project management criteria and the effectiveness and use of a performance management system (PMS) is then explored, with some limited evidence found that PMS effectiveness is an antecedent to practices that focus on the customer, the project team members, and other stakeholders     

Exploring social media usage in the public sector: Public employees' perceptions of ICT's usefulness in delivering value added

The present paper explores the effectiveness of the implementation and use of information and communication technologies (ICT) in the public sector, with a specific focus on the role of social media in improving both public decision-making processes and the quality of public services. We sought to deepen knowledge on this issue by disseminating structured questionnaires to Italian public servants, questioning them about the potentialities and criticalities of social media use in the public sector. Logistic regression analysis was used to analyse the data.The paper has two main goals. First, we aim to explore public servants' evaluation of social media's impact on public decision-making processes. Second, we are interested in understanding the main socio-demographic variables affecting public servants' perceptions about the importance of social media in these processes. This paper enriches the literature on public sector use of ICT and advances topical discussion on organizational change and decision-making processes in public administrations. In so doing, the paper reveals interesting practical and policy implications by highlighting the key aspects affecting social media's effectiveness and usefulness in the decision-making process and its impact on the public services delivered to the citizenry.     

‘What problems you got?’: managerialisation and union organising in the voluntary sector

This article explores how government public service modernisation policies have impacted on management practices and employment conditions in voluntary sector welfare organisations and the problems unions have encountered in responding to such impacts in the context of public service modernisation. The study finds that employees encounter problems developing workplace union organisation and unions face problems developing a coherent strategy on support for the sector and for resisting public sector reform, which hinders trade union resistance. The implications of this may be important in strengthening managerial control over the public service labour process.     

Mind the context gap: a critical review of engagement within the public sector and an agenda for future research

Abstract

In this review paper, we critically examine the evidence base relating to engagement within the public sector given a wide range of public services have faced acute human resource challenges over recent years. Our review of 188 empirical studies reveals that much of the evidence focuses attention on individual and job level factors, such that specific public sector contextual contingencies have rarely been considered. Through identifying significant ‘context gaps’, we present a future research agenda addressing the following key areas: i) clarifying the relationship between engagement and public service motivation, ii) further contextualizing general engagement models, iii) exploring cultural, socio-political, and institutional factors in more depth, iv) encouraging a more critical perspective on engagement, v) understanding the variation in the experience of engagement across different public services/delivery models, and vi) connecting more strongly with practical concerns and initiatives within public organizations. In presenting this agenda, we highlight how engagement and HRM scholars can more strongly embed their research within a sectoral context.     

The influence of strategic HRM and sector on perceived performance in health services organizations

In this study, we examine a variety of management characteristics of for-profit and not-for-profit organizations in the health services (HS) industry. Data collected from Australian senior executives are used to test the relationships between managerial constructs such as employee commitment, customer demandingness, strategic HRM orientation and the adoption of human capital-enhancing human resource (HR) practices and perceived overall performance. Data analysis conducted using the Partial Least Square Modeling show a statistically significant path from commitment to employees, customer demandingness and strategic HRM orientation to the adoption of human capital-enhancing HR practices (such as selective staffing, comprehensive training, and performance appraisal) to perceived organizational performance. The results also show that private sector health service organizations have a higher level of perceived performance.     

Understanding customer satisfaction in opera: first steps toward a model

• Despite the frequent call for a strengthened customer orientation in performing arts organizations, no efforts have been made to investigate customer satisfaction in opera so far. The paper aims at filling this gap by suggesting a first integrative model of customer satisfaction in opera. This model integrates insights from both services marketing literature (i.e., general services marketing and performing arts marketing) and performing arts literature (i.e., music perception and theater studies). The model is tested in a field study interviewing 116 visitors of a public German opera house. Results reveal visitors' level of appraisal to be the main antecedent of their satisfaction, followed by their perception of the artistic quality, empathy/identification with the actors on stage, and recall from memory. Furthermore, differences within the audience regarding the relative importance of the antecedents of customer satisfaction in opera are investigated. Using gender and attendance frequency as segmentation variables, only minor differences are found, though. Managerial implications for opera marketing are discussed in conclusion. First, efforts in opera marketing should rather concentrate on the core service quality instead of the peripheral service quality. Second, professional opera companies may attract broader audiences if they focus on the emotional satisfaction of their customers. Third, since only minor and mostly insignificant differences between men and women, and occasional compared to frequent visitors are found, a need for further research to explore alternative segmentation variables in the opera context is identified.

Copyright © 2010 John Wiley & Sons, Ltd.     

Supporting decision-making process in facilities management services procurement: A methodological approach

The aim of this paper is to make a contribution to the decision-making process related to procurement of facilities management services in the public sector, particularly with reference to local authorities. Adopting a contingency approach, a model for selecting sourcing strategies is presented. Some empirical evidence resulting from the analysis of various managers’ experiences is reported and, based on the results of the testing of the model, theoretical and managerial implications are discussed.     

Reproduction and Change on the Global Scale: A Bourdieusian Perspective on Management Education

Despite a proliferation of critical studies on management education, there is a paucity of knowledge of the ways in which problematic beliefs, values, and practices are reproduced in and through management education. By drawing on and extending Bourdieu's seminal work, this paper offers a new perspective on reproduction on the global scale. Our framework spans three inter‐related levels of analysis: the dominant beliefs, values, and practices (nomos and doxa) of management in global society; the structuration of the field of management education on a global scale; and the prevailing pedagogical practices in management education programmes. Our analysis adds to critical studies of management education by elucidating the overwhelming institutional forces of reproduction and thus explaining how difficult it is to effect change in the prevailing ideas, values, and practices. Unlike most critical analyses, we also explain how change might take place and what it would require. Thus, our analysis advances studies of reproduction in this era of globalization more generally. It also provides an example of how Bourdieusian ideas can be applied and expanded upon in novel ways in research on education in general and management education in particular.     

An institutional perspective of public policy and network effects in the renewable energy industry: enablers or disablers of entrepreneurial behaviour and innovation?

This study extends theory on the effects of public policies stimulating technology demand and of industry network ties on firm-level entrepreneurial behaviour. We take an institutional perspective to develop a theoretical model examining the mechanisms through which public policies, regulatory uncertainty, and industry network ties affect firm-level entrepreneurial decision-making processes and the ability to introduce highly innovative products and to sustain superior performance. We focus on firm-level effects, which enables the study of the tension between institutional pressures of homogeneity and competitive pressures of heterogeneity for entrepreneurial decision-making processes in environments characterized by policy-induced market demands. To test our hypotheses, we draw on data from a large-scale survey among German renewable energy firms. Our results show that public policies can constrain firm innovativeness and risk-taking behaviour because they steer firms towards a more conservative attitude and discourage the pursuit of high-risk innovation projects. However, firms can counteract these influences and enhance their innovativeness by maintaining close network ties with research associations as we find that innovativeness and a highly innovative product portfolio are key success factors. In summary, these findings provide important implications for the study of public policy effects, industry network ties and entrepreneurial behaviour.     

Public sector purchasing of health services: A comparison with private sector purchasing

Recent research has highlighted the existence of important differences between public and private sector procurement practices. Drawing on established transactional and relational conceptual frameworks, this paper examines whether the differing environments confronting public and private sector organisations affects procurement practices. By focusing solely on occupational health services as an example of a complex business service, the research allows the influence of environmental factors, notably policy drivers, to be considered across both public and private sector settings while service specific factors remain largely constant. Utilising a combination of questionnaires and in-depth interviews the research suggests that policy drivers had a major bearing on procurement practices adopted in the public sector, resulting in a very different pattern of engagement with service providers from that prevailing in the private sector. Specifically whereas private sector organisations utilised a range of approaches, which can broadly be classified as relational in nature, public sector organisations almost exclusively relied on transactional-based approaches. The nature of these services suggests that relational based procurement constitutes the optimal approach to the acquisition of such services. However, for public sector organisations the perceived restrictions imposed by public policy on procurement practices resulted in the adoption of an approach which can be viewed as resulting in sub-optimal outcomes.     

Supply and demand of policy indicators

The aim of this article is to question the idea that all professional service organizations are undergoing a process of inter-archetype transformation. This idea, originating in organizational archetype theory, is now being used to interpret contemporary processes of change in British and other public sector services. Drawing on an example of management UK restructuring in social services during the 1990s – that of local authority social services in the UK – two main problems with this thesis are identified. First, this service demonstrates that ‘radical’ change has not occurred and that older professional values and working practices persist. Second, it reveals how, in at least one part of the public sector in the UK, management reforms have been partly undermined by a specific constellation of institutions and practices. These observations call for questioning the proposition that inter-archetype change is what has occurred and that current reforms will inevitably have this sort of transformational effect.     

A replication and extension of quality management into the supply chain

As competition moves beyond a single firm into the supply chain, researchers are beginning to explore quality management (QM) in a supply chain context. The literature suggests that supply chain management (SCM) consists of internal practices, which are contained within a firm, and external practices, which cross organizational boundaries integrating a firm with its customers and suppliers. Supplier quality management and customer focus are two QM practices that are also clearly in the domain of SCM. In this study we investigate how these two supply chain management-related quality practices lead to improved performance and examine the practices that precede and mediate those relationships. In doing so, we replicate and extend the relationships among the QM practices and their effects on firm performance suggested in Kaynak [Kaynak, H., 2003. The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management 21, 405–435] using survey data gathered from firms operating in the U.S. The inclusion of customer focus and supplier quality management in the QM model supports the importance of internal and external integration for quality performance. Implications of the results for researchers and practitioners are discussed, and further research implications are suggested.     

Relevant and Preferred Public Service: A study of user experiences and value creation in public transit

When public service success is dependent upon creating value that attracts users, public managers can benefit from adopting private sector principles. This article draws on the theory of attractive quality and strategic management research to focus on the theoretical and managerial implications of how organizations’ resource allocations affect user experiences. The present study shows how public transit organizations’ achievement of twenty-five different service requirements affected their offerings’ relevance and preference among 930 users. This article increases the understanding of how strategic choices and prioritization between various service requirements affect both the effectiveness and efficiency of (public) service offerings.     

Licensing,Popular Practices and Public Spaces: An Inquiry via the Geographies of Street Food Vending

The socio‐legal technology of licensing is one of the primary tools governments use to manage spaces and practices deemed risky or threatening to public order. Licensing requirements thus play a crucial role in shaping routine experiences in public space as well as the trajectories of emerging forms of public life. Yet licensing laws have largely been ignored in critical urban scholarship: too often concerned with the interpretation and critique of popular practices and public spaces, the mundane operations of urban governance are often left to practitioners and policy researchers. This article demonstrates how paying closer attention to licensure can provide valuable and unexpected insights into matters of social equality, urban amenity and economic opportunity. It does so through a comparative inquiry into practices of street food vending in New York City, Seattle, and Portland, Oregon. Drawing on ethnographic study and interviews, the article demonstrates how licensing can be involved in the production of quite peculiar and unjust geographies of practice, but also how shifts in popular culture can force a reconsideration of taken‐for‐ granted laws. In conclusion, it is argued that a focus on licensing offers a productive pathway for new forms of critical urban research and provides a potential point of leverage in efforts to configure better and more democratic forms of urban public life.     

To Thine Shareholders Be True? Linking Large Corporate Ownership to Firms’ Use of Commitment Human Resource Practices

Human resource practitioners and academics have increasingly realized the importance of corporate governance for firm human resource activities. This study investigates how one important form of corporate governance, namely, ownership within large, publicly traded firms, is associated with a firm's use of commitment human resource practices (CHRPs), specifically, the use of incentive compensation, profit sharing, and participative decision making. Our findings indicate that the types of large investor, namely, family and institutional, are differentially associated with the likelihood of the firm using these CHRPs. Specifically, family owners with their long‐term investment horizon, as well as their stakeholder orientation, increase the likelihood of the firm using these practices. In contrast, large institutional owners with their shorter‐term investment horizon, as well as their investor orientation, decrease the likelihood of the firm using these practices. Furthermore, among institutional investors, transient institutional investors are negatively associated with these practices, while dedicated institutional investors are not associated with these practices. Taken together, our results regarding the positive association of family ownership and this subset of CHRPs and the negative association of transient institutional investors and this set of practices, have important implications for human resource professionals who not only need to understand how ownership affects HR practices but also how to articulate the value of these investments in order to attract investors. © 2015 Wiley Periodicals, Inc.     

The relationship between principals’ configuration of a bundle of HR practices for new teachers and teachers’ person–organisation fit

Abstract

Based on studies in the private sector showing the positive effects of strategic human resources management (SHRM) on performance, many stress the value of adopting SHRM in the public sector. However, until now, the argument for applying SHRM in the public sector remains largely theoretical. Especially in educational contexts, it is unclear through which mechanisms SHRM affects performance. Therefore, this paper zooms in on the relationship between the configuration of a bundle of human resources (HR) practices and person–organisation (P–O) fit. A mixed methods design was used to collect both qualitative and quantitative data from principals and teachers in 56 Flemish primary schools. The qualitative data, which provides insight into principals’ configuration of HR practices, were converted into numerical scores and analysed, together with the quantitative teacher data, using multilevel analysis. The results show that both principals’ strategic and HR orientation are associated with teachers’ P–O fit. This study contributes to the research field of SHRM in education by studying a bundle of HR practices and how this relates to the fit of teachers’ own values with the school culture. The practical implications for schools are discussed.     

Human resource management in the public sector

This article charts the currents in public sector reform and examines how contemporary HRM articulates to the change agenda pursued in the public sector. It notes the differences between the traditional bureaucratic model and the new management approach of public sector operation and activity. It explores how the institutional, policy and organizational changes delivered a new paradigm of managing members of public service organizations.     

Tensions in local government employment relationships

Abstract

A wide variety of initiatives characterized under the umbrella term of new public management have been introduced over the past two decades to improve efficiency and cost-effectiveness in the public sector. The implications of these initiatives for public sector employment relationships have been the subject of on-going debate. This article contributes to this debate through examining how employees within local authorities are managed in a time of personal crisis with a particular focus on long-term sickness absence in the context of increased management drives for efficiency under the NPM agenda. The findings reveal that for managers in two local authorities that form the focus of this study there is a tension in struggling to achieve a workable balance between the needs of employees and wider operational requirements, resulting in role ambiguity for line managers and detrimental effects for vulnerable public service workers.     

Digital innovation and transformation: An institutional perspective

In this conceptual piece we suggest that the institutional perspective is a prolific lens to study digital innovation and transformation. Digital innovation is about the creation and putting into action of novel products and services; by digital transformation we mean the combined effects of several digital innovations bringing about novel actors (and actor constellations), structures, practices, values, and beliefs that change, threaten, replace or complement existing rules of the game within organizations and fields. We identify three types of novel institutional arrangements critical for digital transformation: digital organizational forms, digital institutional infrastructures, and digital institutional building blocks. From this vantage point, an institutional perspective invites us to examine how these novel arrangements gain social approval (i.e. legitimacy) in the eyes of critical stakeholders and their interplay with existing institutional arrangements. Questioning the disruptive talk associated with digital transformation, we draw on the institutional change literature to illustrate the institutionalization challenges and that existing institutional arrangements are pivotal arbiters in deciding whether and how novel arrangements gain acceptance. We close this essay with discussing the implications of an institutional perspective on digital transformation for policy, practice and research.     

Toward an integrative approach to designing service experiences: Lessons learned from the theatre

A critical element in designing a new service and ultimately achieving customer delight and loyalty, particularly for competitive services where the customer–service provider interface is high, deals with the delivery of memorable personal experience. Since many such services rely on attributes of theatre-like performance, this research examines the process by which theatre plays are chosen, designed and developed with the objective of better understanding how performance excellence is realized. Theatre plays were chosen as a basis for study because of their long history of mastering the critical elements of performance staging and the reputation for opening on time at near peak performance levels. Using a case-based, qualitative research approach, the theatre play process is described, implications are extracted and a corresponding management process model is presented. Research and management implications for new service design and service delivery excellence are suggested.