Public Service Organizations Research Articles

THE EFFECT OF ONLINE WORK STRESS IN INTENSIFYING JOB INTERFERENCE ON FAMILY WELL-BEING

Stress is a humanitarian symptom that often receives considerable attention in management stress literature. Latest studies found that uncontrollable online work stress levels may intensify job interference on family well-being. Even though this relationship has been extensively studied, the effect size of online work stress elements as an important independent variable is not thoroughly discussed in organizational stress literature. Thus, this study aims to assess the relationship between online work stress and interference of job affairs on family well-being. A purposive sampling plan was utilized to gather data from 160 usable questionnaires from employees at a public service organization in Peninsular Malaysia. The SmartPLS path model analysis outcomes displayed three essential outcomes. First, the relationship between responsibility ambiguity and enhanced interference of job affairs on family well-being was significant. Second, the relationship between responsibility conflict and interference of job affairs on family well-being was significant. Third, the relationship between responsibility overload and interference of work affairs on family well-being was significant. This outcome confirms that the inability of employees to appropriately control online work stress can intensify the interference of job affairs on family well-being. Thus, this study can be used as important guidelines by practitioners to understand diverse perspectives of online work stress concept and formulate user-friendly based online work practice to enhance organizational performance during the Covid-19 pandemic. In addition, the discussion, implications, and conclusion of the study were elaborated.

Adaptive Management of Transport Logistics in Agricultural Enterprises

Agriculture is a complex logistics system with some features and limitations. The logistics system usually operates in conditions of pronounced uncertainty, characteristic random processes, so the aim of the article is to study and develop recommendations for improving the adaptability of transport logistics management in agricultural enterprises. In the article, the authors considered the specifics of logistics processes occurring in agriculture. The importance of cooperation in the development of logistics of the agro-industrial complex formed based on intersectoral cooperation of public transport enterprises, institutions, service, and infrastructure organizations, which have separate transport units, united by technological and economic ties, and use a variety of resources of the region for the formation and implementation of transport services. The financial content of cluster development as a tool of competitiveness and innovative activity of agricultural enterprises is reflected, which allows realizing the available potential to increase sales.

Situated rationalities and management control change – an empirical note on key actors, situated rationalities and generalised practices

PurposeThis paper aims to offer an incremental contribution, augmenting the notion of situated rationality as proposed by terBogt and Scapens (2019). Through insights from empirical data, the authors explore the role of situated rationalities of key individual actors in processes of management control change.Design/methodology/approachA qualitative research approach was adopted with qualitative data collected in a single public service organisation through face-to-face interviews, organisation documentation and observations.FindingsThe findings present the important role of key individual actors in bringing about a new situated rationality in a housing department. External austerity forces combined with actors’ experience rationalities acted as a stimulus to change existing management control practices in the management of public services.Originality/valueThe paper conceptualises “experience” rationality, capturing the experiences of a key actor, including elements of leadership style. Drawing on a story of a complex process of management control change, this paper thus reveals interactions between generalised practices and situated rationalities which were not highlighted by the extended framework of terBogt and Scapens.

Combining accountability forms: transparency and “intelligent” accountability in a public service organization

PurposeThe paper's purpose is to consider the challenges, a public sector organization faces combining both transparency and “intelligent” forms of accountability (cf. Roberts, 2009).Design/methodology/approachThe authors conducted a case study of StatePol, a police service in an Australian state.FindingsThe data analysis revealed three themes. First, prior to 2013, transparency forms of accountability dominated, emphasizing crime statistics with the effect of reinforcing internal partitions and inhibiting collective action. Second, post-2013, a greater emphasis was placed on “intelligent” accountability with conversations around process and collective accountability at the operational level. Crime statistics were used less for operational-level accountability and more for attention-directing. Third, changing the emphasis from transparency to its combined use with “intelligent” accountability required strong leadership, clearly communicated strategy and middle-level managers with appropriate skills.Originality/valueThe authors identify a number of important factors in combining transparency and “intelligent” forms of accountability. The authors note the difficulties that fragmentation between forms of accountability and the somewhat amorphous nature of the accountability concept itself can cause. In doing so, the authors provide empirical evidence of the challenges changing from an emphasis on transparency, to combined use with an “intelligent” form of accountability.

Public service motivation and organizational performance: Catalyzing effects of altruism, perceived social impact and political support.

With the increasing pressures and demands from the public sector to be more efficient and effective and accountable, the idea of Public Service Motivation (PSM) and Organization Performance (OP) has become more relevant and critical. This quantitative research hypothesizes that PSM leads towards higher level of organizational performance among public sector officials and also explores the intervening effects of Altruism (ALT), Perceived Social Impact (PSI) and Political Support (PS) in this context. Based on self-administered questionnaire, data was collected from 405 public officials using random sampling strategy. Covariance Based Structural Equation Modelling was used to test the hypothesized model. Following the validation of the measurement model, structural model was developed to test the various paths predicted in the hypotheses. Analysis revealed that PSM, PS and ALT have a positive relationship with OP whereas PSM relationship with PS could not be established.

Consequences of a politicized public service system: Perspectives of politicians, public servants, and political experts

AbstractPoliticization has different consequences for public administration and public services in different countries. This study seeks to identify the consequences of politicization in the Iranian public service. After reviewing the theoretical foundations of politicization, the authors reflect on different researchers’ and political experts’ views about the consequences of politicization. In the first phase of the study, qualitative data were gathered and categorized into structural, content–behavioral, and environmental dimensions, and Rouban’s framework was used to organize themes. In the second phase, statistical analyses were performed to corroborate the results of the first phase. Results indicated that the consequences of two types of politicization were perceived to be negative ones, and there was one type of politicization in which the consequences were assumed to be more constructive than destructive. Implications and recommendations for future studies are advanced.Related ArticlesAbulof, Uriel. 2013. “Nuclear Diversion Theory and Legitimacy Crisis: The Case of Iran.” Politics & Policy 41(5): 690–722. https://doi.org/10.1111/polp.12035.Ariely, Gal. 2011. “Why People (Dis)Like the Public Service: Citizen Perception of the Public Service and the NPM Doctrine.” Politics & Policy 39(6): 997–1019. https://doi.org/10.1111/j.1747‐1346.2011.00329.x.Solar, Carlos. 2020. “Introducing Change in Public Service Organizations under Austerity: The Complex Case of the Governance of Defence in the United Kingdom.” Politics & Policy 48(4): 700–26. https://doi.org/10.1111/polp.12368.

The Strategy of Improving Complaint Management in Surakarta City Toward Society 5.0-Based Public Service

The organization of public service is not free of public critique. The management of complaint is a factor that can improve public service quality. Complaining is important because it is the public’s expression that can result from public dissatisfaction with a product or a service. Moreover, to deal with Society 5.0 era, the government should provide a system to solve the problem. Therefore, this research aims to discuss the strategies taken by Surakarta City Government in managing complaint in Surakarta City toward a society 5.0-based public service. This research employed a qualitative research method. Technique of analysis used in this study was content analysis technique obtained through literature review. Based on the result of literature review, it can be seen that some strategies have been taken by Surakarta City Government, including, among others: improving the quality of human resource constituting public apparatuses; making policy; and providing complaining media.

Distributed leadership and performance‐related employee outcomes in public sector organizations

AbstractDistributed leadership is the sharing of leadership tasks between managers and employees. This article demonstrates how a distributed leadership perspective adds to the public administration literature by including an important sensitivity to planned and nonplanned leadership. We propose a theoretical model that explains the impact of distributed leadership on employee outcomes which have a direct or indirect impact on organizational performance in public organizations contingent on alignment with individual leadership capacity and organizational goals. Our empirical analysis in the Danish hospital sector shows initial support for the expected relationships between distributed leadership and performance‐related employee outcomes such as job satisfaction and innovative behavior. This indicates that the distributed leadership perspective holds the potential to strengthen service delivery in complex public service organizations while there is weaker support for the notion that the positive impact of distributed leadership depends on individual leadership capacity and their support for organizational goals.

Penerapan Prinsip New Publik Service dalam Pelayanan STNK pada Kantor Sistem Administrasi Manunggal Satu Atap

Abstract
 The New Public Service (NPS) Paradigm is a concept that is made to "counter" the administrative paradigm that becomes the mainstream, the New Public Management paradigm that has the principle "run government like a businesss"or "market as solution to the ills in public sector ". This research is trying to find out the alternative strategi in improving public service quality with the implementation of NEW public Service principle in the service of making Vehicle registration certificate The jocuS of this literature review on humanistic-based public services (citizen serve not Customers), prioritizing public interest (seec the public interest) and accountability The implementation of the New public Service principles can improve the synergy of public services and the responsiveness of public service organizations to the needs of the community, the implementation of model citizen serves not Custumer, Seek the Public Interest and Public service accountability as part of the New public Service principle is an alternative improvement of public service quality.
 
 Keywords: New public Service, public service

Strategic management practices in organisations with specific reference to the public sector

Background: The traditional models for strategic management are approaching limits in the light of increasing uncertainty to define what public service organisations must be able to achieve in terms of efficiency and satisfaction of stakeholder expectations. However, the dynamism of economic patterns calls for versatility that is deliberately designed.Aim: This article aimed to explore the importance of conflating the dimensions of strategic management triangle, in conjunction with the limits of traditional models, towards effective and sustainable public sector management.Setting: The chosen government ministry is headquartered in Harare, Zimbabwe. The ministry comprises nine departments, each headed by an appointed director who acts as the Head of Department (HOD).Methods: A qualitative research approach was employed and a sample of eight participants, consisting of HODs, was purposefully selected from the population. Open-ended qualitative responses were analysed thematically.Results: The results suggest that effective and sustainable public sector strategic management requires not only a single invariant approach but a set of values, processes, procedures, tools, techniques and practices that must be selectively and strategically adapted to unique situations in order to produce desirable results.Conclusion: A strategic triangle admixture of ‘legitimacy and support’, ‘operational capabilities’ and ‘public value’ offers more marginal flexibility, decreases uncertainty, generates more focus, and is easily understandable when pursuing effective public sector management. However, this approach needs to be considered in conjunction with the traditional models to optimise set goals.

New development: Management control for emergent risks in the public sector—a levers of control perspective

IMPACT At a time when public service organizations (PSOs) are facing increasing pressure to account for a heterogeneous array of risks, this article discusses the insights that the levers of control framework can offer regarding the dynamic tension between competing notions of risk subsumed by different control mechanisms an organization adopts; the way in which ad hoc risk management tools can be meaningfully integrated in pre-existing management control system (MCS) arrangements; and the limits that reliance on MCS poses to a PSO’s conceptualization of risk. Overall, the framework can support practitioners in realizing the possibilities associated to designing MCS to holistically manage risk. ABSTRACT To what extent are competing notions of risk captured by management control systems (MCS) in public service organizations (PSOs)? The authors revisit the conceptual underpinnings of the levers of control framework and argue that it offers a point of departure for theorizing the dynamic interplay between risk and control in PSOs. At both intra- as well as inter-organizational levels, the framework can reflect competing notions of risk and uncertainty, offering valuable insights for practice.

تأثیر التحول الرقمی على مستوى أداء الخدمة المقدمة بالتطبیق على موظفی الإدارة العامة للمرور بمحافظة القاهرة

تهدف هذه الدراسة إلى التعرف على دور عملية التحول الرقمي بمتطلبات تطبيقه المختلفة (الاستراتيجية، الثقافة التنظيمية، القيادة التحويلية، الموارد البشرية) في تحسين أبعاد مستوى أداء الخدمات المقدمة من قبل وحدات المرور والتراخيص بمحافظة القاهرة، وهذه الأبعاد تمثلت في (بعد الاستجابة، بعد الاعتمادية، بعد الملموسية، بعد الضمان، بعد التعاطف)، وقد اعتمد الباحث في تناول الدراسة وعرضها على المنهج الوصفي لتناول الجانب المفاهيمي، والمنهج التحليلي في تناول الجانب التطبيقي للدراسة، واستخدام استمارة الاستقصاء کأداء لجمع البيانات الأولية، فقد تم توزيع عدد (168) استمارة، وبعد جمعها وفحصها تبين أن عدد (139) استمارة فقط صالحة للتحليل الإحصائي. وقد توصلت الدراسة إلى مجموعة من النتائج من أهمها وجود علاقة ارتباط قوية بين متطلبات تطبيق التحول الرقمي مجمعة، وتحسين مستوى أداء الخدمة المقدمة داخل وحدات المرور، بالإضافة إلى تقديم تصور مقترح لخطوات التحول الرقمي في المنظمات العامة الخدمية، کما أوصت الدراسة في نهايتها بضرورة الإسراع في المشروع القومي للتحول الرقمي الذي يعد من أهم أدوات تحقيق التنمية المستدامة، وتطوير بيئة العمل الحکومي وتقديم خدمات إلکترونية، والانطلاق نحو الاقتصاد الرقمي. کلمات مفتاحية التحول الرقمي، مستوى أداء الخدمة، إدارة المرور. Abstract This study aims to identify the role of the digital transformation process with its various application requirements (strategy, organizational culture, transformational leadership, human resources) in enhancing the dimensions of performance level of service provided by Traffic and Licenses Units in Cairo Governorate. These dimensions are responsiveness, reliability, tangibility, guarantee, and sympathy. The study is mainly based on two approaches; the descriptive approach for the theoretical part and the analytical approach for the practical part. Also, a survey form is designed to collect the primary data, in this regard (861) survey forms are distributed, after collecting and examining these forms, it was found that only (831) forms are valid for the statistical analysis. Results of the study shows that there is a strong correlation between the aggregate requirements of applying the digital transformation and enhancing the performance level of service provided by Traffic Units. In addition to, presenting a proposal for steps of digital transformation in public service organizations. Finally, it is recommended to speed up the implementation of the national project for digital transformation, as it is one of the most important elements for achieving sustainable development, developing the environment of governmental work, providing electronic services, and building strong digital economy.

The impact of authentic leadership on employees' organizational citizenship behavior in Ethiopia public service

There has been an increased recognition that more attention needs to be paid to authentic leadership as it emphasizes positive psychological behavior. Organizational citizenship behavior is crucial in the public service, and there should be friendly leadership behavior that could enable public employees to engage in helping behavior. Research in this area is of great interest and with a very active research community. The problem has recently attracted more attention due to the increasing mismanagement, scandal, and corruption in various public organizations that have contributed to the demand for authentic leadership. Although public organizations were trying to introduce various leadership styles that can enhance service delivery, what and how leadership behavior contributes to employees' Organizational Citizenship behavior (OCB) in public service is not well elaborated. The respondents were leaders from 10 public service organizations. Empirical evidence revealed that leaders' authentic leadership behavior impacted employees' organizational citizenship behavior through self-awareness, sharing information, ethical practices, good relation with subordinates, mutual understanding, and transparency. The innovative results of the study revealed that political, cultural, and social aspects influence the leadership behavior of leaders in public service. This study concluded that authentic leaders play a great role in creating a positive relationship and promoting employees' citizenship behaviors. The implications and future research of the results were discussed based on the influence of authentic leadership on employees' OCB.

Barriers and Motivations to Integrating Environmental Performance in the BSC: a case study in health care

PurposeThis study aims to explore the barriers and motivations to integrating environmental performance into balanced scorecards (BSCs).Design/methodology/approachThis research adopted a qualitative case study approach with semi-structured interviews within an Australian public health service organisation. Secondary document analysis was performed using annual reports, strategic plans and website data.FindingsThe internal barriers creating resistance to incorporating environmental performance dimensions into the BSC include the existing role of environmental disclosure, insufficient sustainability BSC knowledge, lack of BSC champion support, organisational culture and limited environmental commitment practices. Solutions revealed to support decisions to integrate environmental performance in the BSC include recruiting sustainability expertise, articulating financial motivations and recognising external pressures.Practical implicationsThe findings provide suggested actions for other organisations facing similar challenges regarding integrating environmental performance into a BSC.Social implicationsIn the current business environment, organisations face growing pressure to consider environmental performance in their BSCs. This study provides insights into the potential problems that prevent or delay the integration of environmental issues into BSCs.Originality/valueThis study provides evidence on how institutional and external factors influence barriers and motivations to embed environmental performance measures into a BSC. This study demonstrates how health-care organisations can effectively overcome barriers by modifying specific institutional artefacts. This is an important contribution to the body of knowledge because there is limited empirical research regarding integrating environmental issues into a public sector BSC that projects key organisational commitment indicators.

Managing Street-Level Bureaucrats’ Performance by Promoting Professional Behavior Through HRM

This article connects human resource management (HRM) research to studies of street-level bureaucracies and public professionals. It investigates the intermediary role of professional behavior in the HRM–individual performance link in the context of public human service organizations. The article hypothesizes that human resources (HR) practices, aimed at enhancing street-level workers’ abilities, motivation, and opportunities, strengthen these workers’ professional behavior; that professional behavior and individual performance are positively related; and that professional behavior mediates the relationship between HR practices and individual performance. The analysis of findings from a survey study of street-level workers in local welfare agencies implementing welfare-to-work policies in the Netherlands shows support for the mediating role of professional behavior in the HRM–individual performance chain. Based on this evidence, the article concludes that the professional behavior of street-level workers in public human service organizations deserves scrutiny of both HRM scholars and HR practitioners who are interested in promoting the performance of public professionals.

Assessing organizational culture in public mental healthcare service organizations

PurposeThe purpose of this paper is to investigate aspects of organizational culture among the nursing staff of public mental health services organizations in Cyprus. Specifically, highlights are provided of possible differences on the attitudes of nurses regarding actual and desired aspects of organizational culture with respect to demographic characteristics such as gender, years of service and experience.Design/methodology/approachA descriptive explanatory type survey study was conducted in all public mental health services organizations of Cyprus. Specifically, a questionnaire was given to a representative sample of the nursing population, and data were collected and analyzed. The survey questionnaire was based on the organizational culture profile (OCP) methodology. Statistical analysis was carried out using correlational analysis, t-tests and analysis of variance (ANOVA).FindingsResults showed that there are significant discrepancies between the actual organizational culture and what is desired by staff members of public mental health services organizations in Cyprus. Further, significant differences are identified between actual and desired organizational culture moderated by the type of work, which is determined by the workplace.Originality/valueEven though, organizational culture is a major research topic little has been done in the context of public mental healthcare organizations. Further, for the case of Cyprus, it is the first time that such a study is carried out. The results presented in this paper may provide the foundation for measures to be taken for improving the existing operation of public mental healthcare organizations.

Pályakezdőkkel kapcsolatos kompetenciaelvárások a közszolgálatban

In recent years, one of the government’s key strategic objectives has been to recruit adequate staff for the civil service and to employ well-prepared, committed and dedicated staff. For this it is necessary to know exactly organizational expectations regarding the entrants and to define the competence requirements. In our study, we present the partial results of an empirical research (KÖFOP 2.1.5. project) on the basic expectations of public service organizations in relation to new entrants. In the research we used an interview and questionnaire method. The results show that organizations expect compliance, effective work, and psychological resilience from career starters. It also turned out that there are significant differences between the competence requirements of law enforcement, central administration and local government in several cases. It should be emphasized that, the actual level of competence of career starters almost always falls short of organizational expectations. Our results show that public administration and law enforcement organizations must pay special attention to the definition and development of competencies, their application in the selection of the workforce, and the operation of competency management. Emphasizing also that the mismatch between organizational expectations and the needs of the younger generation hinders the integration and retention of the workforce and raises the issue of career management, generational change and the competitiveness of the civil service.

Responding to information asymmetry in crisis situations: innovation in the time of the COVID-19 pandemic

ABSTRACT Crises test the resilience of public service organizations. Healthcare providers must respond and innovate within tight constraints to address challenges. Presenting COVID-19 as a knowable unknown (black swan event), we adopt information processing theory to investigate how healthcare providers and their suppliers address information asymmetry to support decision-making. Building on primary and secondary datasets, we demonstrate managers were innovating internal structural responses. For black swan events, in-house ‘intelligent clients’ are intrinsic not only in managing information uncertainty associated with early stages of the crisis, but also in addressing information equivocality and joint decision-making with other organizations associated with implementing solutions.

Innovative work behavior in Singapore evoked by transformational leaders through innovation support and readiness

The current global economic landscape is forcing all organizational sectors to remain relevant by innovating services, products and work processes. Therefore, more than before, organizational leaders must enable innovative behaviour of their employees. Although the literature shows that transformational leadership induces innovative employee behaviour, the mediating mechanisms between Asian organizational leaders and their followers have rarely been empirically examined. We conducted a survey study among 406 employees from six public and private sector service organizations in Singapore to test two mediating effects between transformational leadership and employee innovative work behaviour. The results supported the hypothesized three‐path mediation model, with perceived support for innovation and innovation readiness as mediators in a series. These findings can be used to design and implement effective human resource and organizational development interventions within Asian service organizations. Our study also extends the literature on the effects of transformational leadership in collectivistic cultures.

A Paradigm Shift: Investigating the Predictors of Servant Leadership in Public Service Organizations

This study examines servant identity and moral potency as predictors of servant leadership behavior among local government managers, using a mixed-method approach in two studies. Study 1 comprised an online survey of 228 employees and 99 managers serving in local government agencies in a large State in the United States. The Hierarchical Linear Modelling (HLM) results of the survey data revealed that both servant identity and moral potency positively and significantly relate to servant leadership behavior manifestation among local government managers. In Study 2, three qualitative case studies of the local government leaders who obtained high servant leadership scores in the online survey were conducted. Findings from case studies revealed that the leader’s life experiences, beliefs, and values determine his or her servant identity to manifest servant leadership behavior. Overall, the results suggest that servant identity and moral potency are important individual leader attributes that predict the manifestation and development of servant leadership in public service organizations.