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Article
Publication date: 15 November 2011

Virpi Sillanpää

This paper aims to identify the focal elements of performance in Finnish welfare service organisations, how performance is measured in welfare services, and what are

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3184

Abstract

Purpose

This paper aims to identify the focal elements of performance in Finnish welfare service organisations, how performance is measured in welfare services, and what are management needs regarding the development of performance measurement in the sector.

Design/methodology/approach

First, the relevant performance management literature of welfare services is reviewed, then interviews with 15 managers of Finnish welfare service organisations in public, nonprofit and for‐profit sectors are reported.

Findings

The paper identifies the key elements of performance in Finnish welfare services. The results of the research indicate that Finnish welfare service organisations are relatively active in their performance measurement. Development needs relate to acquiring more systematic performance measurement approaches and new measures for the quality and long‐term effects of services.

Practical implications

Research elaborates the concept of performance in welfare services, thus enabling practitioners to analyse and develop their organisations' performance. The summary of current measurement practices and development needs in current practices serves to develop suitable performance management tools for welfare services.

Originality/value

In welfare services, performance management is a rather complex issue. Research on the topic, especially that on nonprofit, for‐profit and public Finnish welfare service organisations. is meager. This paper provides new information about the issue in Finnish welfare services.

Details

Measuring Business Excellence, vol. 15 no. 4
Type: Research Article
ISSN: 1368-3047

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Article
Publication date: 1 June 1995

H.G. Harte and B.G. Dale

Presents a review of the literature on the methods and approachesfor identifying and satisfying customer requirements for professionalservice organizations and thereby…

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2262

Abstract

Presents a review of the literature on the methods and approaches for identifying and satisfying customer requirements for professional service organizations and thereby facilitating a process of continuous improvement. Finds that putting in place a process of continuous and company‐wide improvement in professional service organizations is not easy owing to intangible outputs, high buyer interactions and a lack of heterogeneity. Points out that the entire client interaction process requires careful management control and the provision of professional services which meet the needs and requirements of clients, requires well developed recruitment, training, internal communications and appropriate reward and recognition systems.

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Managing Service Quality: An International Journal, vol. 5 no. 3
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 1 April 1990

Jean Harvey

Little attention has been given in the literature to operatingdecisions in professional service organisations. A better understandingof the power relationships within a…

Abstract

Little attention has been given in the literature to operating decisions in professional service organisations. A better understanding of the power relationships within a professional service organisation provides insight into the way these decisions are made. A model is proposed which categorises professional service organisations according to the relative power of the major stakeholders: professionals within the organisation; clients; and top management. The major factors which affect each of these are discussed.

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International Journal of Operations & Production Management, vol. 10 no. 4
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 1 August 2001

Andrew Robson and Vas B. Prabhu

It is reasonable to assume that levels of business excellence will vary considerably amongst a group of organisations; two recent studies of organisations in north east…

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1117

Abstract

It is reasonable to assume that levels of business excellence will vary considerably amongst a group of organisations; two recent studies of organisations in north east England support this hypothesis. Draws on these benchmarking data. Relates to 28 business excellence practices and 19 operational performance measures covering strategy, human resources, service delivery and quality, service design and innovation, service value and measurement and business performance. Identifies the extent of any significant differences in overall practice and performance attainment levels between service leaders and their counterparts. Also considers combinations of attributes that best discriminate between levels of attainment. Derives a subset of measures that have the potential to provide an insight into a service organisation’s level of practice adoption and corresponding performance. Also considers additional characteristics to ascertain what association, if any, they have with the level of practice adoption and operational performance amongst the service organisations. All significant differences are highlighted at the 5 per cent significance level unless otherwise stated.

Details

Managing Service Quality: An International Journal, vol. 11 no. 4
Type: Research Article
ISSN: 0960-4529

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Article
Publication date: 23 July 2021

Li Ma, Yidi Wang and Yun Teng

China's agricultural production trusteeship is characterized by the organic link between household operation of small-scale peasant economy and agricultural socialized…

Abstract

Purpose

China's agricultural production trusteeship is characterized by the organic link between household operation of small-scale peasant economy and agricultural socialized services, which releases agricultural development vitality and promotes agricultural modernization. As one of the agricultural production trusteeship modes, the whole process trusteeship is suitable for the actual situation of China's aging population and labor force transfer. This paper aims to construct an evolutionary game model containing multistakeholder to explore the behavior decisions through numerical simulation and to provide useful suggestions for the formation of a positive and stable trusteeship relationship and the sound development of the whole process trusteeship of agricultural production.

Design/methodology/approach

The paper incorporates village committees, service organizations and farmers into the same research framework, selects “guarantee + dividends” as the income distribution method and applies the evolutionary game method to analyze behavioral choices and evolutionary paths of stakeholders. By constructing the expectation function, establishing the replicator dynamic equations and analyzing the tripartite evolutionary stability strategy, the authors explore the factors that affect the stakeholders’ strategy choice and determine asymptotically stable points and stability conditions.

Findings

(1) There is a game relationship among village committees, farmers and service organizations in the whole process trusteeship of agricultural production, asymptotically stable points (0,0,1) and (1,1,1) are obtained through calculation. (2) The proportion of stakeholders' strategy choice, the weight of the whole process trusteeship of agricultural production in the performance appraisal of the village committee, the village committee's supervision cost, the village committee's reputation effect and the penalty for false dividends of the service organization will affect the speed at which the curve representing the tripartite relationship approaches two asymptotically stable points.

Research limitations/implications

The countermeasures proposed in the paper have excellent reference value. (1) For areas that have realized the project: Village committees can solve the trusteeship problems exposed in the initial areas and improve farmers' satisfaction with the project. (2) For areas that have not realized the project: Those regions will receive more experience references and enhance their confidence in this project. The limitation of the paper is that it takes the main grain-producing areas in only the three northeastern provinces of China as the research object. The next research object will be extended to the whole country.

Practical implications

This paper propose strategies for realizing the orderly operation of the whole process trusteeship of agricultural production: first, increase the proportion of stakeholders' strategy choices; second, reduce the village committee's supervision cost; third, increase the weight of the whole process trusteeship of agricultural production in the performance appraisal of the village committee; fourth, improve the village committee's reputation effect; fifth, increase the penalty for false dividends of the service organization.

Originality/value

Agricultural production trusteeship is in its initial stage in China. The interest relationships between stakeholders are not yet clear. The paper innovatively applies the evolutionary game method to the research field of the whole process trusteeship of agricultural production. According to conditions in China, based on ensuring the guaranteed income, the paper introduces the dividend income variable and establishes a tripartite game model of village committees, service organization and farmers. The paper provides suggestions for the orderly and healthy development of China's agricultural production trusteeship and provides experience for the operation of other modes of agricultural production trusteeship.

Details

Kybernetes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0368-492X

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Book part
Publication date: 16 August 2014

Anne-Maria Holma

This study provides a comprehensive framework of adaptation in triadic business relationship settings in the service sector. The framework is based on the industrial…

Abstract

This study provides a comprehensive framework of adaptation in triadic business relationship settings in the service sector. The framework is based on the industrial network approach (see, e.g., Axelsson & Easton, 1992; Håkansson & Snehota, 1995a). The study describes how adaptations initiate, how they progress, and what the outcomes of these adaptations are. Furthermore, the framework takes into account how adaptations spread in triadic relationship settings. The empirical context is corporate travel management, which is a chain of activities where an industrial enterprise, and its preferred travel agency and service supplier partners combine their resources. The scientific philosophy, on which the knowledge creation is based, is realist ontology. Epistemologically, the study relies on constructionist processes and interpretation. Case studies with in-depth interviews are the main source of data.

Details

Deep Knowledge of B2B Relationships within and Across Borders
Type: Book
ISBN: 978-1-78190-858-7

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Article
Publication date: 29 April 2021

Fatuma Namisango, Kyeong Kang and Junaid Rehman

Little is known about the variations in service co-creation on social media, despite the resource integrating capabilities and co-creator roles afforded by these…

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142

Abstract

Purpose

Little is known about the variations in service co-creation on social media, despite the resource integrating capabilities and co-creator roles afforded by these platforms. The gap is even more troubling in the nonprofit sector, where leveraging public interaction on social media is prevalent and vital to charitable and philanthropic endeavors. Arguably, such interaction is embedded in resource integrating activities leading to nonprofit service co-creation. This paper reports the forms, dimensions or service co-creation measures enabled by social media use in the nonprofits' sector.

Design/methodology/approach

The authors conducted a sequential exploratory mixed methods design. First, the authors interviewed 19 social media managers in education, health and social service nonprofit organizations to identify the varieties in service co-creation realized. Second, the authors surveyed 73 nonprofit organizations on social media and gathered 267 useable responses, which were used to analyze and validate the identified forms of service co-creation.

Findings

The authors found that nonprofit organizations realize up to seven forms of service co-creation using social media. These include co-ideating to tweak service ideas, co-diagnosing social needs and problems, co-assessing service events, co-transforming services to targeted communities, co-advocating for community and service reach, co-resourcing in service delivery, and co-experiencing through a pool of diverse service experiences.

Originality/value

This study develops a reliable and valid multidimensional measure for nonprofit service co-creation enabled by social media platforms. Theoretically, this study offers a nonprofit service co-creation model to drive nuanced explanatory research and service co-creation perspectives in other contexts and engagement platforms. Managerially, this research illustrates the variations in service co-creation, which inform the strategic value of social media to nonprofits and will assist nonprofit practitioners in planning and evaluating their service co-creation outcomes.

Details

Journal of Service Theory and Practice, vol. 31 no. 5
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 7 April 2020

Sheila Namagembe

The study examined the influence of relational capital on inter-cluster coordination and service delivery of humanitarian organisations; the mediating and moderating role…

Abstract

Purpose

The study examined the influence of relational capital on inter-cluster coordination and service delivery of humanitarian organisations; the mediating and moderating role of inter-cluster coordination on the relationship between relational capital and service delivery.

Design/methodology/approach

Data was collected from 60 humanitarian organisations. Potential respondents were five officers from each humanitarian organisation involved in delivering humanitarian assistance. Respondents from the different organisations were selected using purposive sampling. The SPSS software, SMART PLS and CB-SEM software were used to obtain results on the influence of relational capital on inter-cluster coordination and service delivery in humanitarian organisations; and the mediating and moderating role of inter-cluster coordination on the relationship between relational capital and service delivery.

Findings

Findings indicated that relational capital influences inter-cluster coordination and service delivery in humanitarian relief chains; inter-cluster coordination partially mediates the relationship between relational capital and service delivery in humanitarian relief chains; and no interactive effect was found when the moderation effect of inter-cluster coordination on the relationship between relational capital and service delivery in humanitarian organisations was examined.

Research limitations/implications

The study was mainly focused on humanitarian organisations excluding beneficiaries and the logistics suppliers. The research has implications to decision-makers in government and humanitarian organisations concerned with providing relief aid to beneficiaries.

Originality/value

The influence of relational capital on inter-cluster coordination and service delivery in humanitarian relief chains; the mediating role and moderating role of inter-cluster coordination on the relationship between relational capital and service in humanitarian relief chains are aspects that have not been given significant attention empirically.

Details

Journal of Humanitarian Logistics and Supply Chain Management, vol. 10 no. 2
Type: Research Article
ISSN: 2042-6747

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Article
Publication date: 28 April 2020

Omar Ali, Anup Shrestha, Valmira Osmanaj and Shahnawaz Muhammed

The significance of cloud services in information technology (IT) is increasing as a means of achieving enhanced productivity, efficiency and cost reduction. Through…

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1042

Abstract

Purpose

The significance of cloud services in information technology (IT) is increasing as a means of achieving enhanced productivity, efficiency and cost reduction. Through cloud-based service, the reliability and scalability of an organization’s systems can be enhanced since organizations such as local governments are able to concentrate on their main business strategies. This research seeks to identify critical factors that may have an impact on the acceptance of cloud-based services, where the organizational context is based on local governments in Australia.

Design/methodology/approach

To formulate a more comprehensive IT innovation adoption model for cloud technology, factors from the technology-organizational-environment framework, desires framework and diffusion of innovation model were integrated. Data was obtained from 480 IT staff working in 47 local government organizations.

Findings

The research results show that the factors which had a statistically significant and positive impact on the adoption of cloud-based services in local governments were compatibility, complexity, cost, security concerns, expected benefits and organization size. It is likely that the outcomes from this research will provide insights to any organization seeking to make investment decisions on the adoption of cloud-based services.

Research limitations/implications

Limitations include generalizability of the findings since the data is restricted to local government areas in Queensland, Australia. Further, the sample mostly included individuals with managerial positions and may not completely capture the cloud adoption factors relevant for front line IT employees. Another limitation is the possible omission of factors that may be relevant but not considered due to the selected theories. Lastly, this research did not differentiate between different types of cloud adoption such as private, public, community and hybrid models that are possible in this context.

Originality/value

The paper provides a combination framework of cloud-based service adoption based on a literature review on cloud adoption from an IS perspective. It adapts integrated model to establish a more comprehensive innovation adoption framework for cloud technology.

Content available
Article
Publication date: 13 June 2020

Albert Plugge, Shahrokh Nikou and Harry Bouwman

Due to the convergence of rapid business developments and digitization challenges, service orientation is back on the research agenda as a concept to improve firms…

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1653

Abstract

Purpose

Due to the convergence of rapid business developments and digitization challenges, service orientation is back on the research agenda as a concept to improve firms’ business services. Yet, little is known about the type of determinants that are relevant and to what degree they affect a firm’s service-oriented strategy.

Design/methodology/approach

Building on structural equation modeling (SEM) and a unique data set of 131 international firms from different continents, the authors identify and analyze the key determinants in the context of a firm’s service-oriented strategy.

Findings

The findings show that in order to cater for changes, organizations have to manage and adapt the coherence of the determinants’ business services, business processes and knowledge sharing continuously. Moreover, the results show that a service-oriented strategy is not only influenced by business services as such, but business services mediate the relationships between business processes, governance and process-aware information systems to a service-oriented strategy.

Research limitations/implications

A limitation is imposed by the limited sample size and the unbalanced response of participants (executive management). In future research, a more extensive survey among a broader group of participants will help the authors to develop their model further in order to generalize the results, as well as more finely grained research related to geography and size might be pursued. Future empirical research is necessary to identify and test the relationships between other constructs and study their effect on a firm’s service-oriented strategy.

Practical implications

On a practical level, the authors postulate that an organization’s executive management should pay attention to invest in an organizational entity (department) that manages business services continuously. This organizational entity has to ensure that related processes and knowledge sharing are in place to establish and maintain a service-oriented strategy.

Originality/value

This research contributes to service-oriented literature by operationalizing the implementation of an organization’s service-oriented strategy. The authors’ insights go beyond the findings of Aier et al. (2011). The authors found that a service-oriented strategy influences service-oriented project success positively. The authors extended these findings, based on a unique data set, by studying business services and influencing determinants (i.e. business processes, governance, PAIS and knowledge sharing) within the context of service orientation. The renewed attention to the concept of service orientation provides insights into critical determinants that influence the implementation of a service-oriented strategy.

Details

Business Process Management Journal, vol. 27 no. 8
Type: Research Article
ISSN: 1463-7154

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