Purpose – The purpose of this paper is to investigate four dimensions of how to integrate quality in the public procurement process from three perspectives. The study was carried out in the public transportation industry where service provision has been outsourced. Design/methodology/approach...

Purpose – The era of austerity that has followed the outbreak of the global financial crisis has posed a myriad of challenges for public services, with demands for major cuts in government spending, the delivery of balanced budgets and zstrategies for deficit reduction. The purpose of this...

Purpose – The purpose of this paper is to analyse role transition for professionals moving towards hybrid managerial roles. Specifically, the authors examine reforms to the national tax agency in the UK, focusing on attempts to shift hybrid managers away from a focus on tax compliance, to a...

The UK Government has set targets for its services to be available online by 2005. It is hoped that electronic public services will improve quality and efficiency of delivery, enhance public access to essential services, and achieve cost economies. While attention initially focussed on the...

Measuring the value of a public service broadcaster (such as the BBC) is particularly pertinent today given the growing pressures on public service broadcasting. The opportunities offered by digital technologies, increasing demands for accountability, and the upcoming UK Charter Review have all...

Investigates several facets of the implementation of just‐in‐time (JIT) using a two‐tiered empirical approach that included a field study and a mailed survey. The 277 respondents to the survey included 130 manufacturing organizations, 61 service organizations and 86 public sector...

Purpose – Public services can be modelled, analysed and implemented using notations and tools for the business process (BP) abstraction. Applying such an explicit approach public administrations (PAs) can better react to the undergoing transformation in service provisioning and they can...

Purpose – This paper aims to investigate the influence of public-private partnerships (PPPs) on social and economic conditions in Kazakhstan and Russia from a public economics perspective, namely, through the lens of a market failure and PPPs’ negative externalities....

Purpose – The objective of this article is to understand how to optimize partnerships between the public and business sectors. It aims to use a reference group influence model to help identify which kinds of public services are best suited to this type of collaboration....

Purpose – This study aims to investigate the effects of two types of expertise (self-service technology and service type) on the disconfirmation of customers’ expectations and the use-related outcomes of technology-based self-service (TBSS). Design/methodology/approach – This empirical...