Improvement and Public Service Relationships: Cultural Theory and Institutional Work
Improvement and Public Service Relationships: Cultural Theory and Institutional Work
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改善与公共服务关系：文化理论与制度工作
DOI：
10.1111/padm.12257
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发表时间：
2016
影响因子：
3.5
通讯作者：
R. Simmons
中科院分区：
文献类型：
--
作者：
R. Simmons
本文探讨了文化制度因素对公共服务中用户与提供者关系的影响。使用网格组文化理论（CT）作为一种方式来构建公共服务关系的复杂性，本文认为在何种程度上公共服务是协调用户的关系的关注。这种分析显示了用户认为服务“应该是”与他们认为服务“实际是”之间的特殊紧张关系。额外的研究证据是用来评估这些调查结果，特别是不同模式的兼容性的公共服务关系的感知质量和附加值的影响。最后，用户的声音和上述结果的“好机会”之间的关系进行了讨论。作为回应，改进的机会被确定（在公共服务组织所做的机构工作），并讨论了CT分析的相对价值的影响。
This article examines the influence of cultural-institutional factors on user–provider relationships in public services. Using Grid-Group Cultural Theory (CT) as a way to structure the complexity of public service relationships, the article considers the extent to which public services are attuned to users' relational concerns. This analysis shows particular tensions between how users think the service ‘should be’ compared with how they think the service ‘actually is’. Additional study evidence is used to assess these findings; in particular, the effects of different patterns of compatibility on both the perceived quality of public service relationships and the value added by this. Finally, relationships between ‘good opportunities’ for user voice and the above results are discussed. In response, opportunities for improvement are identified (within the institutional work done by public service organizations), and the implications for the relative value of CT analysis are discussed.