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The primary aim of this paper is to study a dark side of e-HRM concerning its parallel effect on human resource (HR) socialization and HR service delivery and the consequent impact of perceived HR effectiveness.

The current study started with an in-depth review of the extant literature in the field of e-HRM to derive a set of constructs. Based on the theoretical foundation of the identified constructs, the current study went on to derive a set of hypotheses, which was subsequently validated using the uses the quantitative technique of PLS-SEM. A primary survey, in the form of a structured questionnaire, was used as the source for data collection on a sample size of 276 from the Indian industrial domain. Careful attention was paid to eliminate the common method bias in the study.

The findings of this study show a simultaneous significant full mediation effect of both HR service delivery and HR socialization is the relationship between e-HRM and HR effectiveness. However, e-HRM has a strong and significant negative effect on HR socialization. Though HR socialization is positively related to HR effectiveness, the significantly reduced level of HR socialization as a consequence of adaption of e-HRM had negatively affected the perceived HR effectiveness.

Although the dark side of e-HRM has been recognized by academicians and practitioners alike, its implications have seldom been studied in the academic literature. The current study intends to shed some light on this important, but sparsely discussed topic. Further, this study makes significant and meaningful contributions in the literature of e-HRM by empirically studying together the positive and negative consequences of e-HRM and its effects on HR effectiveness. Several e-HRM scholars have discussed the implications of e-HRM adoption and highlighted the negative impacts of e-HRM, and traversing the same path, the current study advances the literature by empirically investigating the effect of e-HRM on the dehumanization of HR processes and practices.

Prior studies examine the relationship between knowledge management (KM) enablers and KM effectiveness. However, the critical role of business process outcome is neglected. The purpose of this paper is to understand the mediating effect of business process outcomes. Based on knowledge-based view (KBV), two KM enabler variables, KM infrastructure (KMI) and KM capabilities (KMC), and one KM effectiveness variable, market relationships, are included.

A survey was conducted. The sampling frame was obtained from the database of the Bureau of National Health Insurance and Financial Supervisory Commission in Taiwan. After unusable questionnaires excluded, the usable respondents were 256 which are from 63 hospitals and 93 financial firms. Structural equation modeling was used to analyze the relationships among KMI, KMC, business process outcome, and market relationships.

The findings indicated that both KMI and KMC have positive influences on market relationships through business process outcome. The authors also demonstrate how KMI and KMC improve market relationships through business process outcome to deliver the value of KM.

Based on KBV, KMI and KMC are as KM enablers to facilitate KM activities. In the light of professional service industries (i.e. hospitals and financial firms), the study highlights the mediating effect of business process outcomes between KM enablers and KM effectiveness. It furthers the understanding of how KM enablers can improve KM effectiveness.

The purpose of this paper is to evaluate performance of Indian telecom service providers through a benchmarking study of their operational efficiency and service delivery effectiveness. The paper also carries out a peer-to-peer comparison and identifies-specific areas of improvement for different service providers to attain sustainable growth and profitability.

A two stage data envelopment analysis (DEA) model was used to compare the performances of the service providers. The first stage represents how efficiently a unit is able to use its infrastructure and resources to generate better quality services. The second stage captures how well the company is able to communicate and deliver these services to the customer.

The results of the study support the applicability of the two stage DEA for comparing the performances of the telecom service providers as they are in line with the financial performance indicators and brand ranking. It is observed that those companies which score high on both operational efficiency and service delivery effectiveness have achieved superior profitability.

This study has been carried out at a pan-India level and hence does not take into account circle level or local performance which varies significantly for most service providers. Besides, this the analysis was constrained by limited data in the public domain, which necessitated estimations and extrapolations for some variables of few service providers.

The study has helped to provide inputs for the Indian telecom companies for potential performance improvements by providing a comparative analysis of their operational efficiency and service delivery effectiveness. It has enabled to derive deeper insights on potential target areas for managerial attention that could be translated into implementable actions. The benchmarking analysis has also helped to understand whether the current performance of the service provider is sustainable, unprofitable or ephemeral.

This paper goes beyond the traditional benchmarking studies of Indian telecom service providers introducing a two stage DEA model to understand the operational efficiency as well as the service delivery effectiveness. The study has helped to derive valuable academic and practical insights on the issue of performance measurement of the Indian telecom service providers.

Systems of care and evidence-based practice possess distinct histories. Though each developed out of attempts to improve services to youth with emotional and behavioral disorders, they did so from perspectives so different as to appear diametrically opposed. Service systems exist at multiple levels, including the practice, program, and system levels (Rosenblatt, 1988, 2005; Rosenblatt & Woodbridge, 2003). Research on health and mental health service systems similarly varies, often by level of the service system, with the research methods, independent and dependent variables, populations of interest, and ultimately the consumers of the research product interacting differentially in the creation and understanding of what constitutes a knowledge base for service delivery. Systems of care and, with limited exceptions, evidence-based practices exist at different levels of the service delivery structure, require and derive from different research approaches, and speak to overlapping but historically different audiences.

The purpose of this paper is to study the effects of mandatory inter-municipal cooperation (IMC) in small Italian municipalities. Data from 280 small Italian municipalities on the effects of IMC in terms of higher efficiency, better effectiveness of local public services, and greater institutional legitimacy of the small municipalities participating in IMC have been investigated against four variables: size, geographical area, type of inter-municipal integration, and IMC membership (the presence in the IMC of a bigger municipality, the so-called big brother).

Data were gathered from a mail survey that was sent to a random sample of 1,360 chief financial officers acting in municipalities of under 5,000 inhabitants, stratified by size (0-1,000 and 1,001-5,000) and geographic area (North, Center, and South) criteria. To analyze the dependency relationships between the three potential effects of participating in IMC and possible explanatory variables, the authors used a logistic regression model as the benefits were binarily categorized (presence or absence of benefits).

The findings show that in more than two-thirds of the municipalities participating in IMC, there were benefits in terms of costs reduction and better public services, whereas greater institutional legitimacy was detected in about half of the cases. The statistical analysis with logistic regression highlighted that IMC type is particularly critical for explaining successful IMC. In particular, the positive effects of IMC were mainly detected in those small municipalities that promoted a service delivery organization rather than participating in service delivery agreements or opting for mixed arrangements of joint public services delivery.

The paper focuses on small municipalities where studies are usually scant. The analysis highlighted that the organizational setting is particularly critical for explaining a successful IMC.

The purpose of this paper is to assess the applicability of relational contract theory in situations where government departments contract with non‐government welfare organisations to deliver human service programmes. Its limits are highlighted by an assessment of programmes for domestically violent men that epitomise “management of incomplete contracts” central to the theory.

The paper is based on an evaluation of contracted‐out programmes for perpetrators of domestic violence in Australia that set out to compare and contrast distinct models of service delivery by documenting programme logic, service delivery effectiveness and effects on programme participants. It reflects on the difficulties of monitoring such programmes and considers the implications of this for contracting theory and for human service practice.

In contrast to critiques of contracting‐out in a neo‐liberal environment that emphasise how accountability and reporting requirements limit the autonomy of contracted agencies, this paper highlights considerable variation in how programmes were managed and delivered despite standardised service delivery contracts developed by the government department funding the programmes. This leads to a consideration of “incomplete contracts” where service delivery outcomes are hard to measure or there is limited knowledge of the contracted agencies by the contracting government department.

The paper highlights a situation in which the recommendations of relational contracting theory can exacerbate the difficulties of quality assurance rather than minimise them. It then argues a need for workforce development in the government departments and the contracted agencies, to enable a nuanced monitoring of the programmes' service delivery and promotion of quality assurance processes.

While co-innovation with third parties (e.g. customer or supplier) has been widely documented, the literature seems to pay scant attention on co-innovation with business partners. Building on the resource dependence theory (RDT) and the input-process-output model, the purpose of this paper is to examine how four criteria of business partner selection affect service delivery co-innovation, which, in turn, influences firms’ competitive advantage.

A mail survey was sent to 600 IT service firms in Taiwan, the target respondents being senior marketing managers in charge of collaborative new service development. A total of 120 usable questionnaires were collected, for a response rate of 20 percent.

The findings support the argument that all four criteria of business partner selection have positive relationships with service delivery co-innovation. Meanwhile, adopting these criteria, firms’ service delivery co-innovation is able to create superior competitive advantage.

The findings enrich the existing literature by proposing and empirically confirming that the use of appropriate criteria to select business partners enhances the effectiveness of firms’ service delivery co-innovation and competitive advantage.

Managers must be aware of the criteria to select their business partners, in terms of developing service delivery co-innovation.

This study adds to the service innovation literature by providing support for the RDT that partner reliability, partner complementarity, partner expertise, and partner compatibility are important business partner selection criteria to create service delivery co-innovation and achieve firms’ competitive advantage.

The purpose of this paper is to assess the effectiveness of operational property asset management in Scottish Councils and the extent to which this achieves best value. Appropriate criteria for evaluating asset management effectiveness include the effective use of capital resources, efficient and effective use of property assets, and improved service delivery.

The paper is based on a survey investigating 32 Scottish councils. A questionnaire survey and interview of a select number of key stakeholders were carried out.

The research findings suggest that councils have been less successful in efficiently and effectively using property assets to reduce operating and maintenance costs. They have equally been unsuccessful in bringing about increased staff efficiency. Furthermore, there is a problem of improving service delivery, as councils have been less successful in introducing cross‐service working and co‐location as well as ensuring that properties are easily accessible users. However, councils have been very successful in making effective use of capital receipts to support capital projects.

Unlike other parts of the UK, asset management in Scottish councils has only recently been introduced. This might account for the dearth of similar research on asset management in Scottish councils, making it difficult to compare findings.

As no similar study has been carried out on asset management in Scottish councils, the findings of this research contribute to literature on asset management and best value, thus highlighting the Scottish perspective.

This study aims to highlight the barriers inhibiting the implementation of initiatives that seek to transform the efficiency, effectiveness and service delivery of government processes and systems through the use of information and communication technologies (ICTs, e-Government) in Jamaica.

The methodology used for this study was “Qualitative Description”. Qualitative Description is guided by the Qualitative Descriptive Research Design and is epistemologically located within the Interpretivist Paradigm. The data collected for this study were based on the principle of judgmental sampling. In total, 23 experts working at various levels of e-Government implementation in Jamaica were interviewed for this study.

It can be argued from the data analyzed that the factors which undermine the use of ICTs to improve government efficiency, effectiveness and public service delivery in Jamaica include: technical issues (ICT infrastructure, privacy and security), social issues (culture and the digital divide) and financial issues. Organizational issues such as top management support, resistance to change to electronic ways, lack of collaboration, lack of qualified personnel and training courses were not identified as barriers to e-Government in Jamaica.

The direct implications of the study are confined to the shores of Jamaica.

This study provides government agencies in Jamaica with an opportunity to identify the practical gaps in e-Government implementation. At the global level, the study provides international development agencies that are currently funding, and those that have an interest in funding e-Government initiatives in Jamaica, with an understanding of the challenges to e-Government implementation in the country. Additionally, the study provides an opportunity for scholars doing cross-national qualitative study to compare and contrast the e-Government barriers identified in Jamaica with other countries and to further determine factors which may contribute to these similarities and differences and explore a possible holistic solution to these barriers.

The study draws attention to the problem of exclusion for those citizens affected by the digital divide, the problem of infrastructure and/or structural challenges such as poverty and are unable to access e-Government services. The study also highlights the problem of trust in the government by Jamaican citizens and the implication of this trust issue for e-Government implementation in the country.

The study addresses the global scholarly and policy gap in the literature, as it relates to Caribbean experiences with barriers to e-Government implementation and, therefore, provides data for global comparative analysis. The study also contributes to global attempts to holistically understand the e-Government phenomenon by extending the current discourse to the Caribbean.

This paper aims to examine the role of social capital as a strategic decision aid in small and medium sized enterprises (SMEs) in different service sectors.

Data on 434 strategic decisions in service SMEs was gathered through computer‐aided telephone interviews and analyzed using structural equation modeling to test the mediating role of level of risk acceptance and confidence in the relationship between the breadth of social capital and decision effectiveness.

Evaluative judgments (risk acceptance and confidence) explain the negative effects of social capital on decision effectiveness. Service delivery and dependency on tacit know‐how account for differences between SMEs in different service sectors and serve as explanations for different effects of social capital as a decision aid.

The study sheds light on the psychological underpinnings of social capital effects in strategic decisions. Higher varieties of actors make decision makers more tolerant for risk and decrease their confidence, which in turn hampers decision effectiveness.

Previous work on social capital suggests that it is beneficial to outcomes. The literature and policy initiatives also stress the beneficial effects of social capital and networking. This research on strategic decision‐making shows that the positive effects of social capital are not as pronounced as expected for the service SMEs. This paper draws explicit attention to the negative effects for strategic decision‐making.