An exploration of the service orientation discrepancy phenomenon in a public sector context
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.
Year of publication: |
2008
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Authors: | Caemmerer, Barbara ; Wilson, Alan |
Published in: |
The Service Industries Journal. - Taylor & Francis Journals, ISSN 0264-2069. - Vol. 31.2008, 3, p. 355-370
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Publisher: |
Taylor & Francis Journals |
Saved in:
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