Popularization of Science

Popularization of Science

Provide a service development model for service-oriented government management of government organizations

Document Type : Original Article

Authors
Hamed Karimi 1
Alireza Shirvani 2
Mashaallah Valikhani 2
1 PhD Student in Human Resource Management, Islamic Azad University of Dehaghan, Dehaghan, Iran
2 Faculty member of Islamic Azad University of Dehaghan, Dehaghan, Iran
10.22034/popsci.2024.411848.1286
Abstract
Objective: The current research was designed with the aim of developing the performance model of service-oriented public management in government organizations.
Methodology: This research has a qualitative approach and the foundation data method was used. The studied population in the current research included experts who are knowledgeable about the research subject, who were selected using the purposeful sampling method and with the approach of selecting a homogeneous sample and at the same time observing the maximum diversity. This problem was formed until theoretical saturation was reached. Finally, 14 semi-structured interviews were conducted in this regard. These people included experts who had full knowledge of the topic of the current research. In other words, from a scientific and practical point of view, he had valuable records in this regard. The data collection tool in this research was a semi-structured interview.
Findings: The results of the research showed that the causal conditions include national aspects, citizenship rights, quality of response, quality of service delivery and public trust. In other words, the nature of these factors has caused the presentation of the service-oriented public management performance development model of public organizations to be understood more. It was also determined that background conditions include organizational dynamics, internal excellence, technical knowledge, motivational system and management transformation, and intervening conditions include macro and micro conditions. The development strategies of the public administration performance of the service-oriented government organizations are also in three parts of long-term, medium-term and short-term strategies.
Results: Therefore, it can be concluded that; by holding training courses to improve accountability in the organization, creating an elite training system in organizations, etc., he helped to develop the service-oriented public management performance of government organizations.
 

Highlights

راهداری، علیرضا؛ نعمتی، معصومه. (1402). تاثیر مدیریت کیفیت جامع بر پایداری عملکرد و رقابت سازمان‌های دولتی، چهاردهمین کنفرانس بین‌المللی پژوهش‌های نوین در مدیریت، اقتصاد، حسابداری و بانکداری.

عباسی، اسماء. (1401). آسیب‌شناسی نظام مدیریت عملکرد سازمان‌های دولتی محدوده مورد مطالعه: شهر شیراز، دومین کنفرانس بین‌المللی مدیریت، اخلاق و کسب و کار، شیراز.

Alqudah, M. A. (2021). Artificial Intelligence in Managing the Electronic Customer Relationship and Enhancing the Level of Satisfaction with Electronic Services. Available at SSRN 3858964.

Arora, A., & Kaur, S. (2015). Performance Assessment Model for Management Educators Based on KRA/KPI. In International Conference on Technology and Business Management, 23: 218-221.

Baldrige, A. (2001). Assessment Strengthens Compettive Position, Milwaukee, and Marksleggitt.

Benson, L., Thanh, H. T., & Thao, B. N. (2021). Public Management: A new public service-oriented concept of Public Service. Journal of Asian Multicultural Research for Economy and Management Study, 2(3), 29-36.

Bernardin, H.J. (2003). Human Resource Management: an experiential approach. 3 Th Edition. New York: Mc GrawHill.

Bratton, J., and Gold, J. (2003). Human Resource Management: Theory and Practice (3rd edition). Basingstoke: Palgrave Macmillan.

Byars, L.I & Rue, L.W. (2008). Human Resource Management: 9 Th Edition. New York: Mc GrawHill.

Herman, L. E., Sulhaini, S., & Farida, N. (2021). Electronic customer relationship management and company performance: Exploring the product innovativeness development. Journal of Relationship Marketing, 20(1), 1-19.

Hung, W. H., & Lin, C. Y. (2018, December). Strategic alignment and performance for service-oriented smart government in Taiwan: A comparison between government officials and private sector managers. In The 18th International Conference on Electronic Business, (pp. 586-595).

Ji, Y., & Zhou, Y. (2021, July). E-government and government management optimization-oriented by citizen needs. In The 2021 12th International Conference on E-business, Management and Economics, (pp. 104-110).

Koirala, J. (2021). Disaster Management as Service Oriented Strategies: A New Concept. Available at SSRN.

Liu, Y., Chen, D. Q., & GAO, W. (2020). How does customer orientation (in) congruence affect B2B electronic commerce platform firms' performance? Industrial Marketing Management, 87, 18-30.

Loke, J. (2001)." leadershipLeadership behavior efforts on job satisfacation productivity and organizational commitment", Journal nurs management.9 (4), 191-204.

Luu, T. T. (2019). Service-oriented high-performance work systems and service-oriented behaviours in public organizations: the mediating role of work engagement. Public Management Review, 21(6), 789-816.

Qusef, A., Ayasrah, A., & Shaout, A. (2021). Comprehensive Approach to Implement E-Government Backend in Jordan Using Service-Oriented Architecture. International Journal of Software Innovation (IJSI), 9(2), 122-135.

Ren, M., & Shao, L. (2023). Service Takt: A collaboration mechanism for service-oriented manufacturing. Computers & Industrial Engineering, 184, 109614.

Stauss, B., & Seidel, W. (2019). Complaint Management in a Customer-Oriented Firm. In Effective Complaint Management, (pp. 1-24). Springer, Cham.

Suhardi, A. R. (2015). Renewal of Performance Management System in Family Company. Procedia-Social and Behavioral Sciences, 211, 448-454.

Tian, X., & Christensen, T. (2021). Myths, instrumental reality, or cultural change? Modern service-oriented government reforms in China. International Public Management Journal, 24(2), 269-286.

Vestues, K., Mikalsen, M., & Monteiro, E. (2021, January). Using digital platforms to promote a service-oriented logic in public sector organizations: A case study. In Proceedings of the 54th Hawaii International Conference on System Sciences, (p. 2193).

Wang, C., Tang, Y., Mo, Y., Huang, M. M., & Abdul-Rahman, H. (2023). Structured mathematical modelling on innovation management in project-oriented small construction firms. Heliyon, 9(2).

Windarti, G. A. O., Alhadi, E., Zahara, E., & Andriani, T. (2020, April). Impact of Customer Orientation and Quality of Service on Trust and Customer Loyalty. In 3rd Forum in Research, Science, and Technology (FIRST 2019), (pp. 35-39). Atlantis Press.

Xia, Z., Tian, S., & Yan, X. (2019). Mapping the knowledge domain: Research on service-oriented government in China. Journal of Chinese Political Science, 24(2), 341-360.

 

Keywords
Public Administration
Service-oriented
Service Delivery
Organizational Performance
Public Organizations
Subjects
راهداری، علیرضا؛ نعمتی، معصومه. (1402). تاثیر مدیریت کیفیت جامع بر پایداری عملکرد و رقابت سازمان‌های دولتی، چهاردهمین کنفرانس بین‌المللی پژوهش‌های نوین در مدیریت، اقتصاد، حسابداری و بانکداری.
عباسی، اسماء. (1401). آسیب‌شناسی نظام مدیریت عملکرد سازمان‌های دولتی محدوده مورد مطالعه: شهر شیراز، دومین کنفرانس بین‌المللی مدیریت، اخلاق و کسب و کار، شیراز.
Alqudah, M. A. (2021). Artificial Intelligence in Managing the Electronic Customer Relationship and Enhancing the Level of Satisfaction with Electronic Services. Available at SSRN 3858964.
Arora, A., & Kaur, S. (2015). Performance Assessment Model for Management Educators Based on KRA/KPI. In International Conference on Technology and Business Management, 23: 218-221.
Baldrige, A. (2001). Assessment Strengthens Compettive Position, Milwaukee, and Marksleggitt.
Benson, L., Thanh, H. T., & Thao, B. N. (2021). Public Management: A new public service-oriented concept of Public Service. Journal of Asian Multicultural Research for Economy and Management Study, 2(3), 29-36.
Bernardin, H.J. (2003). Human Resource Management: an experiential approach. 3 Th Edition. New York: Mc GrawHill.
Bratton, J., and Gold, J. (2003). Human Resource Management: Theory and Practice (3rd edition). Basingstoke: Palgrave Macmillan.
Byars, L.I & Rue, L.W. (2008). Human Resource Management: 9 Th Edition. New York: Mc GrawHill.
Herman, L. E., Sulhaini, S., & Farida, N. (2021). Electronic customer relationship management and company performance: Exploring the product innovativeness development. Journal of Relationship Marketing, 20(1), 1-19.
Hung, W. H., & Lin, C. Y. (2018, December). Strategic alignment and performance for service-oriented smart government in Taiwan: A comparison between government officials and private sector managers. In The 18th International Conference on Electronic Business, (pp. 586-595).
Ji, Y., & Zhou, Y. (2021, July). E-government and government management optimization-oriented by citizen needs. In The 2021 12th International Conference on E-business, Management and Economics, (pp. 104-110).
Koirala, J. (2021). Disaster Management as Service Oriented Strategies: A New Concept. Available at SSRN.
Liu, Y., Chen, D. Q., & GAO, W. (2020). How does customer orientation (in) congruence affect B2B electronic commerce platform firms' performance? Industrial Marketing Management, 87, 18-30.
Loke, J. (2001)." leadershipLeadership behavior efforts on job satisfacation productivity and organizational commitment", Journal nurs management.9 (4), 191-204.
Luu, T. T. (2019). Service-oriented high-performance work systems and service-oriented behaviours in public organizations: the mediating role of work engagement. Public Management Review, 21(6), 789-816.
Qusef, A., Ayasrah, A., & Shaout, A. (2021). Comprehensive Approach to Implement E-Government Backend in Jordan Using Service-Oriented Architecture. International Journal of Software Innovation (IJSI), 9(2), 122-135.
Ren, M., & Shao, L. (2023). Service Takt: A collaboration mechanism for service-oriented manufacturing. Computers & Industrial Engineering, 184, 109614.
Stauss, B., & Seidel, W. (2019). Complaint Management in a Customer-Oriented Firm. In Effective Complaint Management, (pp. 1-24). Springer, Cham.
Suhardi, A. R. (2015). Renewal of Performance Management System in Family Company. Procedia-Social and Behavioral Sciences, 211, 448-454.
Tian, X., & Christensen, T. (2021). Myths, instrumental reality, or cultural change? Modern service-oriented government reforms in China. International Public Management Journal, 24(2), 269-286.
Vestues, K., Mikalsen, M., & Monteiro, E. (2021, January). Using digital platforms to promote a service-oriented logic in public sector organizations: A case study. In Proceedings of the 54th Hawaii International Conference on System Sciences, (p. 2193).
Wang, C., Tang, Y., Mo, Y., Huang, M. M., & Abdul-Rahman, H. (2023). Structured mathematical modelling on innovation management in project-oriented small construction firms. Heliyon, 9(2).
Windarti, G. A. O., Alhadi, E., Zahara, E., & Andriani, T. (2020, April). Impact of Customer Orientation and Quality of Service on Trust and Customer Loyalty. In 3rd Forum in Research, Science, and Technology (FIRST 2019), (pp. 35-39). Atlantis Press.
Xia, Z., Tian, S., & Yan, X. (2019). Mapping the knowledge domain: Research on service-oriented government in China. Journal of Chinese Political Science, 24(2), 341-360.
 
Popularization of Science
Volume 14, Issue 2 - Serial Number 25
January 2023
Pages 191-210