Caemmerer, Barbara and Wilson, Alan (2011) An exploration of the service orientation discrepancy phenomenon in the public sector. Services Industries Journal, 31 (3). pp. 355-370. ISSN 0264-2069
Full text not available in this repository. (Request a copy from the Strathclyde author)Abstract
This article explores the nature, antecedents and consequences of a potential service orientation discrepancy in a UK public sector setting. The quantitative and qualitative data collected suggest that: (1) similar to the private sector, employees perceive a discrepancy between their own service orientation and that of the organisation; (2) the antecedents for this discrepancy differ from the private sector: employees' commitment to help communities contrasts with Modernising Government efforts to drive efficiency while neglecting effectiveness; (3) emphasising the development of tailored and proactive services may reduce the service orientation discrepancy and thus improve service performance and job satisfaction.
| Item type: | Article |
|---|---|
| ID code: | 9437 |
| Notes: | AHR - This article is unpublished. |
| Keywords: | public sector, job satisfaction, service orientation, service performance, service management, Marketing. Distribution of products |
| Subjects: | Social Sciences > Commerce > Marketing. Distribution of products |
| Department: | Strathclyde Business School > Marketing |
| Related URLs: | |
| Depositing user: | Strathprints Administrator |
| Date Deposited: | 23 Mar 2010 11:25 |
| Last modified: | 12 Mar 2012 10:51 |
| URI: | http://strathprints.strath.ac.uk/id/eprint/9437 |
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