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An exploration of the service orientation discrepancy phenomenon in the public sector

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

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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Notes: AHR - This article is unpublished.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, Strategy and Management, Management of Technology and Innovation
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: 27 Mar 2014 08:46
URI: http://strathprints.strath.ac.uk/id/eprint/9437

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