Employee strain and job satisfaction related to an implementation of quality in a public service organization: A longitudinal study

Autor(en)

Christian Korunka, Dieter Scharitzer, Pascale Carayon, Francois Sainfort

Abstrakt

To date, few studies have focused on employee reactions to the quality-related aspects of the introduction of New Public Management (NPM). The aim of this study was to investigate the effects on employee strain and satisfaction of the implementation NPM in a public service organization. The study was designed as an empirical examination of the 'context-dependent approach' (Edwards, Collinson, & Rees, 1998). This approach suggests that effects of an organizational change depend on the context of the implementation, i.e. organizational aspects (implementation strategies), job content and job context dimensions. They employed a single-case longitudinal design. The case was a large municipal service unit responsible for the public housing system of a city in Austria. The sample consisted of 217 employees. Measurements were taken before the organizational change, and at two different times during the change process. While the implementation of NPM can be considered to have been an organizational success (increase in customer satisfaction), it was accompanied by increases in job strain, and, at the same time, mixed results in job satisfaction. Less qualified employees mainly responsible for the customer interface experienced the organizational change most negatively. Using structural equation modelling, the context-dependent approach was empirically confirmed. Job control, role clarity and information were found to be the most important job and organizational resources.

Organisation(en)

Externe Organisation(en)

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

Journal

Work and Stress

Band

17

Seiten

52-72

Anzahl der Seiten

21

ISSN

0267-8373

Publikationsdatum

2003

Peer-reviewed

Ja

ÖFOS 2012

5010 Psychologie

Sustainable Development Goals

SDG 11 – Nachhaltige Städte und Gemeinden

Link zum Portal

https://ucrisportal.univie.ac.at/de/publications/employee-strain-and-job-satisfaction-related-to-an-implementation-of-quality-in-a-public-service-organization-a-longitudinal-study(df11ca6c-583c-4272-8626-edc800f3d51f).html