Service Quality,Administrative Process,and Citizens’ Evaluation of Local Government in the US

Abstract

It is often assumed that citizens evaluate government based on service quality or outcomes (such as safe neighbourhoods or good schools), but aspects of administrative process (such as fairness and respect) are also important. Using data from two US surveys, this study examines how service quality and administrative process influence citizens’ evaluations of government. Results indicate that service quality matters most to ratings of the community; in contrast, administrative process is the dominant driver of trust; and both quality and process have large effects on judgements about government’s overall job performance. Implications for public management research and practice are discussed.     

Internationalization of Chinese banking and financial institutions: a fuzzy-set analysis of the leader-TMT dynamics

Abstract

Received international business and international human resource management theories have generally reached a consensus on the important role of leader and top management teams (TMTs) in deciding and shaping the firm’s internationalization process. However, what remains unclear is how a well-functioning TMT is formed to effectively achieve the desired internationalization goal. Utilizing a unique sample of Chinese banking and finance institutions’ initial public offering overseas, this study explores how Chinese BFIs configure the leader-TMT dynamics to achieve high internationalization performance. Using a set-theoretic approach and the technique of fuzzy-set qualitative comparative analysis, a distinct taxonomy of the leader-TMT dynamics (namely, grass-root, strategic executor, born-global and glocal) is developed. Our findings provide novel insights into the IHRM variations within Chinese BFIs’ TMT formation, based on a theoretically and methodologically extended leader-TMT dynamics perspective.     

Line managers’ AMO to manage employees’ performance: the route to effective and satisfying performance management

Abstract

Performance management systems are used to increase employees’ performance with the ultimate aim of increasing organizational performance. Organizations rely on line managers to implement performance management systems and to engage in a continuous process of goal-setting, feedback, coaching and performance appraisal with their employees. Drawing on the AMO theory, we predict that the effectiveness of performance management implementation will be a function of three factors. First, line managers should have the Ability to enact the activities that are involved in performance management. Secondly, they should be Motivated to perform these activities. Thirdly, line managers should have sufficient Opportunity to fulfill these activities on top of the demands from other organizational. If not, they could experience role conflict. We developed several cross-level hypotheses. The data came from 71 line managers and 318 employees working in Flemish education. Hierarchical linear modelling found that line managers’ AMO to implement performance management systems was positively related to employees’ satisfaction with the system. These relationships were mediated by employees’ perceptions that the performance management system is strong. A strong system signals that its features are salient across employees and that the system is clear and understood. This study has several theoretical and practical implications.     

Distinctiveness in the study of public management in Europe

Abstract

This article presents three clear examples of distinctive approaches to the study of public management, that is, in France, Germany and Italy, three countries with peculiar legalistic state traditions. For each country a historical sketch of state and administration is first given, then both the administrative (public management) reforms are described, the state of the art of administrative sciences and finally the specificness of the study of public management. The historical-institutional context of a particular state and administration apparently does influence not only the form and content of the administrative ‘public management’ reforms but also the scientific study of public management in that country.     

Hybrid Collaborative Arrangements: The welfare administration in Norway – between hierarchy and network

Abstract

This paper uses a survey to analyse how administrative executives perceive coordination following the reform of the Norwegian Labour and Welfare Administration. Applying a structural and cultural perspective, it examines the relationship between coordination mechanisms, cultural features and perceived coordination quality. The executives identify strongly with finding joint solutions and getting public organizations to work together. Coordination by hierarchy and networks co-exist, but the hierarchical dimension dominates. Vertical coordination is regarded as quite good, while horizontal coordination is seen as rather poor. The relationship between coordination mechanisms, cultural features and coordination quality are rather ambiguous and loose, however.     

Reforming local public services

Abstract

The following article is aimed at analysing reforms in public service delivery and management at the local level of government in Germany and France from a cross-countries comparative perspective. Particular attention is paid to the results and effects these reform initiatives have caused with regard to the administrative organization, steering capacities, and output performance. Two major approaches of reform will be addressed: privatization, contracting-out, and ‘corporatization’ of local services on the one hand and public management reforms on the other. Proceeding from the distinct ‘starting conditions’ of reforms in the two local government systems, the question will be pursued, as to whether there has been an increasingly convergent or divergent development in French and German local service provision, and how these evolutions can be explained.     

The Influence of Network Management and Complexity on Network Performance in Taiwan,Spain and the Netherlands

Abstract

Using survey data of respondents involved in spatial planning projects in Taiwan, Spain and the Netherlands (n = 678), this article examines the influence of network management strategies and complexities (examined with regard to differences in perception of problems and solutions, and unexpected events) on perceived network performance. This theory-driven, empirical research shows that the effect of network management strategies on perceived performance is stronger than the impact of unexpected events or actors’ differences in perceptions of problems and solutions. We find this result in all the three countries. Our model explains 19.1 per cent of the variance in the perceived network performance.     

Really changing the course: the limitations of environmental management systems for innovation

The paper broadens the scope of environmental management system (EMS) research by describing how EMSs can contribute to inertia in present production systems. In conjunction with other factors this inertia can inhibit dramatic shifts toward more sustainable technologies and systems. Our approach builds upon technological lock‐in theory, which focuses on market coordination and technological interdependencies as generators of inertia in technological systems. Building on this framework, we call attention to previously under appreciated non‐market social forces and institutional structures that can further reinforce lock‐in. We argue that the co‐evolutionary mechanisms that generate increasing returns for physical technologies may also be applied to social technologies, such as management systems. The paper describes the emergence of ‘EMS lock‐in’ as a path dependent evolution occurring within the context of the larger quality management paradigm. While EMS may initially produce improvements in environmental performance, EMS may also constrain organizational focus to the exploitation of present production systems, rather than exploring for superior innovations that are discontinuous. The paper questions the enthusiastic private and public sector support for EMS implementation and instead recommends an ambidextrous management approach that integrates foresight and broader stakeholder collaboration. Copyright © 2006 John Wiley & Sons, Ltd and ERP Environment.     

Workplace bullying and employee outcomes: a moderated mediated model

Abstract

This paper investigates the relationship between workplace bullying and employee outcomes in a healthcare setting. Drawing on HR process theory, we investigate the mediating role of the perceived effectiveness of implementation of anti-bullying practices on employee outcomes and whether targeted line manager training was a moderator of that relationship. Our multi-level analysis (utilising responses from 1507 employees within 47 hospitals with matched HR Director interviews), finds that the relationship between workplace bullying and employee outcomes is partially mediated by employees’ perceived effective implementation of intended anti-bully practices. The mediated relationship is moderated by targeted line manager training in anti-bullying practices. The mediated moderation model illustrates that it is effective implementation of anti-bullying practices enhanced by targeted training that is required to reduce bullying probabilities and their associated negative employee outcomes. The paper contributes to resource based view of the firm, HR process and human capital theories. The implications for future research and practice are discussed.     

Coordination of Welfare Through a Large Integrated Organization: The Australian department of human services

Abstract

An integrated organization is one option for handling the provision of services in a welfare state. Australia’s welfare administration is centred on a mega department, the largest within the public service, with wide delivery responsibilities. Integration means that many welfare relationships are largely internalized, but this does not preclude the horizontal and vertical coordination problems of a large and complex organization, particularly where elements of the policy system extend outside. The research examines how to explain the use of an integrative form of coordination for service delivery, and how policy and implementation is coordinated.     

The role of the psychological contract in shaping graduate experiences: a study of public sector talent management programmes in the UK and Australia

Abstract

Although talent management is acknowledged for its role in building competitive advantage, very little research has examined the factors that influence the success of talent management programmes at an individual level. In this paper we explore participant experiences (n = 68) from two public sector ‘fast track’ graduate development programmes, one in the UK and one in Australia. Drawing on psychological contract theory we examine how talent management programmes shape individual expectations and how these expectations influence participant experiences and evaluations of the programme. Our findings highlight the role of both talent management strategy and talent management implementation as well as factors external to the organisation, (such as employer brand and the influence of family and friends), in shaping expectations. Our analysis highlights the impact of multiple agents, particularly line managers, in the ongoing development and fulfilment of the ‘graduate psychological contract’. At a practical level, we argue that organisations need to manage expectations by more explicitly communicating what will, or will not, be offered in a graduate fast-track programme. We also suggest that organisations need to consider the importance of line managers in the implementation of talent management.     

Connecting ‘talent’ meanings and multi-level context: a discursive approach

Abstract

Through an in-depth, multilevel case study of a professional services firm, this paper illuminates what stakeholders mean when they use the term ‘talent’. The paper underlines how various contextual factors including, workforce composition, ownership structures and individual perceptions influence talent meanings within an organisation. Our analysis of talent phenomena at a multiplicity of levels illustrates that it is not only about the words, phrases, and terms employed when talking about talent that requires examination. There is a need to deliberate on the meanings that underpin the talk because while stakeholders may talk the same way they may mean different things. The paper makes a key theoretical contribution through specific recognition of the importance of thoughtful reflection of how stakeholders discursively construct meanings because ‘talent’ is a concept, which requires translation via talk to become meaningful within the material world and these meanings are influenced by context. Thus, we cannot infer, that talent meanings radiate within organisations, nor across organisational boundaries, industries or countries because discourses arise and materialise within specific contexts and we must acknowledge that talent discourses can not be removed from the context in which they operate.     

Organizing professionals and their impact on performance: the case of public health doctors in the Italian SSN

ABSTRACT

Hybrid professional managers have been associated with improvements in the performance of public sector organizations. However, less attention has been given to differences within this category. Drawing on board human capital theory, we focus on an emerging group of ‘organizing professionals’ with earlier and deeper exposure to management training and education: generalist clinical hybrids drawn from public health in the Italian healthcare system. Specifically, we investigate the impact that these hybrid hospital CEOs have on organizational performance in comparison with other backgrounds. The results indicate that this form of generalist hybrid professionalism has distinct, if not dramatic, consequences for performance.     

The spirit of management reforms

Abstract

The article reports on a comparative case study of the administrative cultures of the Australian (Queensland) and the Hungarian governmental administration. The basic finding of the study is that the culture profiles of the two administrative (sub-)systems are surprisingly similar. This finding is used to conclude that the organizational level of administrative culture is unlikely to play a significant role in shaping New Public Management (NPM) reforms. Moreover, this conclusion sheds a cloud of doubt onto the claim frequently found in NPM literature that NPM reforms involve a replacement of ‘outmoded, bureaucratic thinking’ with a ‘culture of efficiency and entrepreneurship’.     

Does Adaptive Capacity Influence Service Delivery? Evidence from Swedish Emergency Management Collaborations

Abstract

The relationship between adaptive capacity and collaborative performance is a central issue within public management research but has rarely been subjected to systematic empirical testing. Using survey data on emergency preparedness collaborations in Swedish municipalities (N = 263), this article investigates the relationship between three adaptive capacity variables – diversity, interaction, and learning – and outcomes in terms of goal attainment, risk analysis, and public satisfaction with rescue services. The findings suggest a positive relationship between the number of collaboration partners and goal attainment, while learning and accessibility of collaboration venues were unassociated with service delivery variables.     

The effects of employee engagement and self-efficacy on job performance: a longitudinal field study

Abstract

Self-efficacy’s influence on individual job performance has been well documented in laboratory studies. However, there have been very few rigorous field studies of self-efficacy’s relationship with objectively measured individual job performance in organizational settings. This research history might account for the low take-up of self-efficacy within the business literature as well as within business itself. When it comes to studies of employee engagement, the same lack of rigorous individual studies applies, although several organizational-level studies link employee engagement to organizational performance, while its claimed benefits have been widely discussed in the business literature. Finally, the degree to which employee engagement and self-efficacy have independent and additive effects on individual-level job performance remains unknown. In order to address these issues, a longitudinal field study was undertaken within an Australian financial services firm. Using survey data linked to objectively measured job performance, we found the additive effects of self-efficacy and employee engagement explained 12% of appointments made and 39% of products sold over and above that explained by past performance. This finding suggests human resource management (HRM) practitioners should address both self-efficacy and employee engagement in order to boost job performance while encouraging HRM scholars to incorporate both measures when conducting job performance studies.     

Top management: the missing stakeholder in the HRM literature

Abstract

Despite the significant influence that top management exerts on different aspects of people management, it remains the missing stakeholder in the HRM literature. In this paper, we take stock of previous research, and conclude that it is scarce and lacks consolidation. On the basis of our findings, but also thinking in terms of what is still missing, we develop a conceptual framework that may guide further research, advocating for the need to consider co-evolutionary approaches in an attempt to integrate selection and adaptation perspectives, as well as multi-level and multi-actor factors. Future work should systematically address and distinguish top management characteristics from top management agency and link these more clearly to a diversity of HRM dimensions. By doing so, scholars will help to firmly incorporate the role of top management in the research agenda of HRM and pursue different avenues that can be scientifically sound as well as practically relevant.     

Public Management and Network Specificity: Effects of colleges’ ties with professional organizations on graduates’ labour market success and satisfaction

Abstract

Research on managerial networking in the public sector reports positive effects of network activity on performance. However, little is known about which network relations influence different aspects of performance. We argue that for specific organizational goals, organizations should direct their networking activities towards specific types of organizations. We explore how different types of network relations of Dutch colleges for nursing studies affect the performance of these colleges. We analyse the effect of ties with professional organizations on: (1) graduates’ program satisfaction, (2) graduates’ wages and (3) graduates’ employment (n = 1,484 graduates). Multilevel analyses show that colleges’ ties with professional organizations positively affect graduates’ wages and employment.     

Managers’ exploration activities and individual unlearning: the mediating role of learning orientation and reflection

Abstract

The main goal of this study was to investigate the effects of managers’ exploration activities on learning orientation, reflection, and unlearning of team members. A questionnaire survey was conducted among 115 employees in 23 teams from a Japanese pharmaceutical company. The results of multi-level analyses suggest that managers’ exploration activities had a direct influence on team members’ learning orientations, which subsequently had a positive influence on their unlearning, with and without the mediation of reflection. These findings suggest that a subordinate’s unlearning is driven by managers’ activities through motivational and cognitive processes. The theoretical and practical implications of the findings are discussed.     

Interactive identity work of professionals in management: a hospital case study

ABSTRACT

Hybrid professional managers appear less effective in introducing management into public professional settings than policymakers hope. To date, research has offered little understanding of professionals’ identity transition challenge and the role of social interactions underpinning this process. We studied the identity work of hybrid doctors inside a large public health-care organization, finding that it takes place through processes of familiarizing with management, rationalizing being a hybrid, and legitimizing the new role-identity. We contribute to the literature by showing that identity work is distributed and enabled by social interactions beyond the professional group. Implications for policymakers and executives are discussed.