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

Barbara Caemmerer and Alan Wilson

The Service Industries Journal, 2008, vol. 31, issue 3, 355-370

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.

Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:31:y:2008:i:3:p:355-370

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DOI: 10.1080/02642060802712806

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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