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The puropse of this paper is to understand the components of Vroom's expectancy theory; to create or develop a public library customer motivation model using Vroom's expectancy theory; to suggest appropriate public library services marketing mindset which public libraries can employ to enhance customers’ perceived expectancy and instrumentality of public library services to motivate customers to use public library services more frequently based on the proposed public library customer motivation model; and to suggest appropriate public library services marketing strategies to motivate customers to use public library services more frequently based on the proposed public library customer motivation model.

Research paper based on expectancy theory.

Customer‐centered mindset is the most important factor to motivate public library customers. Furthermore, the suggested marketing strategies can be also achieved through a customer‐centered marketing mindset. In conclusion, public libraries should continuously focus on the recognition of customers’ needs and deliver long‐term value to customers.

There were few studies that focused on library users’ motivations for using library products and services. In addition, there was a lack of developed theory in library and information science field.

The study of citizens' perceptions of the performance of public services and their relationship with the taxes allocated to them is of great interest in the context of public and fiscal management and the welfare state. This study has a twofold objective in defining a structural equation modeling (SEM) model: on the one hand, to measure the relationship between the perception of the performance of public services and the taxes allocated to them and on the other hand, to study the reflection of the perception of the performance of public services on the happiness and satisfaction of citizens.

To achieve this objective, a descriptive cross-sectional study was carried out based on data from the “Public opinion and fiscal policy, 2022” questionnaire of the Centro de Investigaciones Sociológicas (CIS) through a survey with a sample of 2,543 citizens representative of the Spanish population. The partial least squares (PLS) method was applied to test the following hypotheses.

The result of this research allows us to know which variables in relation to citizens' perception of the functioning of public services have a positive influence on use of taxes and on citizens' happiness and satisfaction.

One of the novelties of this study is to analyse the effect of consumer perception on the performance of public services from the perspective of the welfare state by improving citizens' happiness and satisfaction.

Telework has been widely used during the COVID-19 pandemic. However, distance work performed through teleworking may hinder organisational operations in public services owing to lower-than-expected work performance. This research paper aims to explore how teleworking relates to work performance and flexibility during the COVID-19 pandemic.

The sample included 178 managers and employees in public services. The relationships between the variables were evaluated using linear regression.

The findings indicated that telework affected work performance in public services in different ways. This research also explored the relationship between work performance and work flexibility. The findings revealed that telework had not improved the efficiency of public service work performance; however, the implementation of flexible work schedules owing to teleworking has improved the work performance of public services.

This study only focussed on organisations operating in the public services in Greece.

Teleworking in public services may negatively affect organisational operations due to lower-than-expected work performance.

This study could assist managers by showcasing that telework may be better implemented to improve work performance through work flexibility rather than as organisational change.

This novel research aims to gain a better understanding of the impact of telework on factors such as work performance and flexibility.

In times of strong global competition and worldwide economic downturn, there is an imperative need for public services organizations to reform and improve their quality. These organizations can base their improvement efforts on Lean philosophy. The purpose of this study is to assess the employees’ perceived degree of adoption of Lean principles by public services organizations in Greece. Determining the differences in the perceptions of groups of employees with regard to the adoption of Lean principles by public organizations is also an aim of the study.

A questionnaire survey was published online, inviting employees of Greek public services organizations to assess the degree of Lean adoption by their organizations, specified on the basis of general principles. A total of 1,022 employees completed the structured questionnaire. Descriptive statistics were applied to assess the degree of adoption of Lean principles by public organizations. The nonparametric Mann–Whitney U Test and Kruskal–Wallis Test were also applied to determine whether there are statistically significant differences in the perceptions of groups of employees with regard to the adoption of Lean principles by public organizations.

According to the perceptions of employees, Greek public organizations adopt Lean principles to a high extent. However, there is room for further improvement in the degree to which Lean is adopted. Statistically significant differences are observed in the perceptions of groups of employees from different sized organizations, hierarchical levels, skill sets and service subsectors, with regard to the degree of adoption of Lean principles by their organizations.

The employees of the public sector who were invited to respond to the survey through social media, the subjective nature of the data collected and the fact that this is a country-specific study constitute the main limitations of the present study, based on which future studies can be designed.

By determining the strong and weak points of the adoption of Lean principles by Greek public services organizations, suitable managerial initiatives can be undertaken by these organizations to fully adopt Lean, eliminate waste and enhance quality management.

Understanding and improving the current status of the adoption of Lean principles by Greek public organizations will influence the services provided to the citizens in terms of time, quality and delivery.

To the best of the authors’ knowledge, this is the first study which provides insights, based on employees’ perceptions, into the adoption of Lean by the public services sector.

Recent literature within public service logic has called for more explicit conceptualisation of customer value in public services. This study aims to fill this gap by examining how the customer value approach can be applied in the management of public health care services.

This study is a qualitative case study of management of public health care services in Finland. The authors interviewed 17 regional health care service developers and analyzed the interview data using thematic analysis.

The study suggests five propositions for applying customer value approach from the marketing literature in public health care service management. The study enables a deeper understanding of customer value creation in this context and improvement of public health care services.

This study contributes to the public management research in general and public service logic research in particular by suggesting what constitutes customer value in public health care services.

The purpose of this paper is to analyze citizens’ and expatriates’ satisfaction with public service delivery in Qatar, one of the world’s highest per capita incomes countries.

The author uses a 2017 survey conducted in Qatar among both Qatari and expatriates’ respondents. The scientifically grounded sample consisted of 1,356 respondents, who were 18 years of age and older. The data were collected through a face-to-face survey. The focus was on citizen satisfaction with basic public services such as education, health, roads and infrastructure, water and electricity and government services. The author uses logit and regression analysis to estimate the determinants of satisfaction.

Expatriates hold more positive feelings about local public services than citizens. The highest levels of satisfaction are with government offices and the lowest levels of satisfaction are with independent schools. The dispersion by municipality is less significant as there is no municipality where citizens and expatriates are totally satisfied with all the public services provided.

Qatar has one of the fastest population growth and highest migrant population which makes the question of the satisfaction with public services unique. And, since the blockade on Qatar in May 2017 and the environment of economic restriction, the issue becomes even more critical.

Until now, there have been no empirical studies published analyzing the level of satisfaction with public services in Qatar for citizens and for expatriates.

Privatization continues to receive serious consideration at the federal, state, and local government levels. The most frequent reason cited for privatizing services is to reduce the size and cost of government. While many government entities have privatized services, it is often up to academic researchers to determine if the goals of privatization have been realized and to shed light on the organizational and service characteristics that make it more likely that the results of privatizing a particular service will be positive. This paper seeks to provide a background to those researchers interested in examining the privatization of government services. The paper reviews and synthesizes prior privatization research and discusses future research directions.

The public sector use of the internet of Things (IoT) technology is an emerging field with a potential for a variety of institutional applications in the fields of information gathering and policy implementation to establish resilience for modern society. In this context, we aim to investigate the success factors which can positively influence the continuous usage intention of IoT service with the mediation effect of perceived public value.

A conceptual model based on the strong literature and theoretical background is tailored to provide factors for IoT services success in the public sector. A quantitative survey was conducted through 381 citizens using IoT services to validate the proposed conceptual model using structural equation modeling approach in order to examine the influence of identified constructs on the continuous usage intention.

The results highlighted that the proposed model successfully accounted for about 59% perceived variance in public value creation and 63% perceived variance in citizens' continuous usage intention. IoT services success is best dignified by the perceptions of citizens who use the services, therefore, this study identifies the positive role of digital society affinity in context of social sustainability and it climaxes that the real value of IoT in public sector comes from establishment of services on top of the service delivery and that's where the public value is going to be created.

The use of IoT technology in public services will fetch much benefit to the citizens as well as to the government. The study findings are significant in identifying good practices for generating public value in digital society affinity.

The integrated conceptual model explores the driving factors of citizens' inclination towards IoT technology in a social context. Through this study, we can analyze the role of perceived public value in enhancing the citizens' engagement with IoT services. The government policymakers and ICT managers take help from this study to designing IoT public services with making the government more responsive to citizens.

The purpose of this paper is to demonstrate the conditions and manner in which communal services are performed in Serbia. All public utility companies face significant issues such as unclear ownership, politicized management, insufficient funds for investment, and dominant market positions. These issues are cited as reasons why they are ineffective, chronically illiquid, insufficiently modernized, and unable to offer citizens satisfactory service quality.

The article is based on an analysis of current legislation, especially the Law on Communal Services and the Law on Public Enterprises, and on laws regulating the communal sector. Since this area is in transformation, proposals for new laws are discussed with strategies for restructuring public utility companies and with suggestions from experts on drafts of legislative solutions.

The article points out major issues related to inefficiency of public utility companies, and the reasons why citizens are provided with low‐quality services.

There is a dearth of literature, especially critical literature, on this topic in Serbia. This paper fills this gap partially.

This paper has direct implications for improving performance of communal services in Serbia. Combining all other observations and suggestions, it should intrigue creators of new legislative solutions in this area.

This paper is based on a survey of existing legislation and legislation under review, representing a significant contribution to understanding the issues faced by the communal sector.

The purpose of this paper is to look at the organizational structure and service provisions of cooperative public library systems in New York State. The study also seeks to ask questions of how cooperative public library systems decide what services to provide.

Descriptive statistics, factor analysis and cluster analysis were applied on New York State public library systems’ 2008 annual reports to generate quantitative profiles of public library systems and their service transactions. Three cooperative public library systems displaying different service features were purposefully selected for further study of their service decision-making processes. The face-to-face and phone interviews were adopted in the study.

Research findings from this study provide information on specific service variations across cooperative public library systems. The findings also provide differences of service decision-making processes in addition to the factors that might cause these differences.

This study adds knowledge of public library systems’ management and organizational structures, therefore fills a knowledge gap on public library systems. It can also serve as the baseline for future studies using newer annual report data and therefore to study the changing roles and services of cooperative public library systems in New York State.