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

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  • Barbara Caemmerer
  • Alan Wilson

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.

Suggested Citation

  • Barbara Caemmerer & Alan Wilson, 2008. "An exploration of the service orientation discrepancy phenomenon in a public sector context," The Service Industries Journal, Taylor & Francis Journals, vol. 31(3), pages 355-370, December.
    • Handle: RePEc:taf:servic:v:31:y:2008:i:3:p:355-370
    DOI: 10.1080/02642060802712806
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