Picture of person typing on laptop with programming code visible on the laptop screen

World class computing and information science research at Strathclyde...

The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by University of Strathclyde researchers, including by researchers from the Department of Computer & Information Sciences involved in mathematically structured programming, similarity and metric search, computer security, software systems, combinatronics and digital health.

The Department also includes the iSchool Research Group, which performs leading research into socio-technical phenomena and topics such as information retrieval and information seeking behaviour.

Explore

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

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.