Customer orientation among employees in public administration: A transnational, longitudinal study

Autor(en)

Christian Korunka, Dieter Scharitzer, Pascale Carayon, Peter L T Hoonakker, Angelika Sonnek, Francois Sainfort

Abstrakt

The relation between ergonomic principles and quality management initiatives, both, in the private and public sector, has received increasing attention in the recent years. Customer orientation among employees is not only an important quality principle, but also an essential prerequisite for customer satisfaction, especially in service organizations. In this context, the objective of introducing new public management (NPM) in public-service organizations is to increase customer orientation among employees who are at the forefront of service providing. In this study, we developed a short scale to measure perceived customer orientation. In two separate longitudinal studies carried out in Austria and the US, we analyzed changes in customer orientation resulting from the introduction of NPM. In both organizations, we observed a significant increase in customer orientation. Perceived customer orientation was related to job characteristics, organizational characteristics and employee quality of working life. Creating positive influences on these characteristics within the framework of an organizational change process has positive effects on employee customer orientation. 2006 Elsevier Ltd. All rights reserved.

Organisation(en)

Externe Organisation(en)

Wirtschaftsuniversität Wien (WU), University of Wisconsin, Madison, Georgia Institute of Technology

Journal

Applied Ergonomics

Band

38

Seiten

307-315

Anzahl der Seiten

9

ISSN

0003-6870

Publikationsdatum

2007

Peer-reviewed

Ja

ÖFOS 2012

5010 Psychologie

Link zum Portal

https://ucrisportal.univie.ac.at/de/publications/customer-orientation-among-employees-in-public-administration-a-transnational-longitudinal-study(aacc3010-ca83-4ded-acbc-00ed1c4a538f).html