我国公共服务动机的研究综述与展望

发轫于20世纪80年代的公共服务动机理论在本世纪初进入中国后,已经成为国内公共管理领域最受关注的话题之一。为掌握国内学者关于中国情境下公共服务动机研究的全貌,文章对围绕中国场景而发表的中英文期刊文献进行检索,在此基础上对公共服务动机的研究现状、存在的问题和挑战进行论述,从而为我国的公共服务动机研究提供启示。     

New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges

This study investigates service quality in the Greek Inland Revenue department. We examine differences in perceptions and expectations of service quality among tax-officers and tax-payers and identify the importance that service quality dimensions have for the above groups. One hundred eighty-one tax-officers and two hundred tax-payers completed a self-reported questionnaire. The analysis demonstrates citizen’s dissatisfaction of service quality. This is consistent with people’s impression of the efficacy of the public service and the low level of service-quality delivered. In terms of the five dimensions of service quality, reliability was rated as the most important dimension and tangibility as the less important one. Understanding citizen’s expectations of service quality will enable tax officers to identify practices in order to accomplish customer commitment and avoid future discontent.     

Offshoring Business Process Services and Governance Control Mechanisms: An Examination of Service Providers from India

As emerging markets increasingly rely on service businesses through offshore outsourcing, we examine the role of governance control mechanisms in improving performance among business process outsourcing (BPO) service providers in India. Using data collected from 205 emerging market‐based BPO service providers in India, we examine the antecedents and consequences of establishing governance control mechanisms in BPO service providers. Specifically, we examine how structural (use of contracts with the client), administrative (effective allocation and demarcation of responsibilities within the firm), and relational (collaboration and information sharing with the client) mechanisms drive the performance of a BPO service provider operating in an emerging market. We also examine how key task‐related (task connectivity and task security) and client‐related (end customer orientation and global control) antecedents influence the use of different governance control approaches in this environment. Our analysis finds that both task connectivity and task security significantly impact use of structural and administrative mechanisms, whereas end customer orientation is significantly associated with the strength of the relational mechanisms governing the emerging market‐based BPO service provider and its client. Further global control significantly influences the strength of the structural mechanisms between the client and the BPO service provider. Finally, the three mechanisms have a complementary influence in driving the BPO service provider's performance.     

Public Policy Diffusion: A Scoping Review

Public Organization Review - The purpose of this scoping review is to describe studies focusing on policy diffusion to elicit an overall picture of the research in this field. Although various...     

Mechanisms for Managing Ambidexterity: A Review and Research Agenda

Ambidexterity is of central importance to the competitive advantage of the firm, yet to date there is limited understanding of how it is managed. The theorization of ambidexterity is inadequate for complex, practical realities and, in turn, this hinders the way in which it can aid the management of ambidexterity in practice. This paper asks: What are the mechanisms for achieving ambidexterity? The authors use a systematic review to develop a research framework which integrates intellectual capital resources (organizational, social and human capital) across various levels of analysis (organization, group and individual). This review extends understanding of the generic mechanisms (i.e. temporal, structural and contextual ambidexterity) that dominate the literature. This allows for a more fine‐grained understanding of how ambidexterity is achieved and enables avenues for further research to be identified.     

Operational Risk in Financial Services: A Review and New Research Opportunities

We present a framework to describe and analyze operational risk in financial services from an operations management perspective, focusing in particular on process design, process management, and human behavior aspects. The financial services industry differs from other service industries in ways that affect the nature of the operational risks it is subject to. In recent decades, many books and papers have focused on operational risk in financial services; however, this literature has focused mainly on the conceptual and statistical aspects of operational risk management and not on its operational aspects. Operational risk in financial services has not received much attention from the operations management community. The framework presented here is based on the premise that operational risk in financial services can reap significant benefits from research done in the theory and practice of operations management in manufacturing industries as well as in other services industries. The objective of this study is to propose particular challenges and questions raised in the practice of operational risk management that may stimulate future research in this particular area of operations management.     

Privatization of Public Services in Leipzig: A Balancing Act between Efficiency and Legitimacy

Since 1992, the budget deficits of larger German cities increased from less than one billion Euros to more than nine billion in 2005. The reasons for this fiscal collapse were a worsening economic situation partly caused by lower government revenue and higher costs of unemployment benefits. In order to reduce their deficits, the municipalities started privatizing and outsourcing large sectors of public administration. Leipzig rejected the path of privatization and became the pioneer in organizing large-scale municipal companies. This approach brought essential social benefits, most needed revenues, greater efficiency in delivering services and allowed the city to reduce almost by 50% the number of its administrative staff.     

基于讨价还价的私募基金机制比较研究

作为私募基金的主要形式,有限合伙制具有比公司制更高的激励作用,原因可能是两者在契约设计上的不同。本文引入讨价还价模型对公司制与有限合伙制进行分析,求解了两种机制下的均衡契约。研究发现,股东(或有限合伙人)和经理(或普通合伙人)之间的博弈等价于包含外部选择的讨价还价博弈,当经理保留收益不断提高,有限合伙制将逐步取代公司制。进一步地,有限合伙制将给出更高的分成比例,进而实现更高的激励,更有效地利用人力资本。     

Private Equity and Bank Capital Requirements: Evidence from European Firms

Using firm-level data from 16 euro-area countries over 2008–2014, we investigate how the performance of bank-affiliated private equity-backed companies evolves after the European Banking Authority increased capital requirements for their parent banks. We find that portfolio companies connected to exposed banks reduce their level of investment and experience weaker asset growth, employment growth and profitability following the capital exercise. We further show that the effect is stronger for companies likely to face financial constraints. Finally, the findings indicate that the negative effect of the capital exercise is muted when the private equity sponsor is more experienced.     

品牌资产的界定及其评估模型评介

基于不同目的和受个人背景局限,人们赋予了品牌资产不同的含义并采用了不同的评估模型和方法,本文系统化地整理比较了过去学术界和实业界有关品牌资产的观点和评估模型、方法,并进行了分类和评价,最后提出了后续研究的努力方向。     

基于顾客的品牌资产构成研究述评与模型重构

在分析以往文献的基础上划分和理清品牌资产的不同研究视角及其关系,重点选择在根本上决定品牌资产价值、影响企业营销决策的顾客认知视角,对品牌资产的构成进行系统梳理;在此基础上,基于心理学态度理论重构出了一项整合的品牌资产逻辑模型;最后,提出了企业建立强势品牌资产的若干管理建议。     

一个公用服务质量测评模型的构建和分析:来自中国公用服务业的证据

本文考虑了公用服务的特殊性和行业特征,在对天津经济技术开发区公用服务企业(包括自来水公司、电力公司、燃气公司、热电公司)调查研究基础上提出了公用服务质量概念框架,构建了公用服务质量测评模型。本文提出公用服务质量包括供能质量和服务过程质量两个维度。其中供能质量由标准性、稳定性、安全性、服务补救四个要素组成;服务过程质量由服务交互界面、员工服务表现、服务标准、服务流程、服务设施与工具、服务承诺、顾客期望管理、服务投诉八个要素组成。对四类公用服务的调查包括对27家企业用户和50位居民用户的访谈,以及对150家代表性企业用户、304名居民用户作为样本的问卷调查,收到企业用户的有效问卷120份、居民有效问卷256份。本文利用调查数据检验上述服务测评初步维度结构的信度和效度,修正并形成了最终的公用服务质量测评模型,并发现了模型在评价居民用户和企业用户服务质量感知的异同,讨论了该测评工具的管理实践意义和未来的研究方向。     

Public Sector Strategies in Curbing Corruption: A Review of the Literature

Public Organization Review - Corruption is widespread and preventive strategies to reduce corruption need to be adapted within the local context. Considering the United Nations (UN) Convention...     

基于内部资源整合的企业共享服务述评

从共享服务的概念界定、运营机制、风险控制等方面回顾了国内外共享服务理论研究的现状,梳理了共享服务经验研究的进展,指出现有研究的理论框架和实证视角的不足,并对国内未来的研究提出展望。     

Work–Life Balance and Parenthood: A Comparative Review of Definitions,Equity and Enrichment*

This review investigates the problems of definition and inequity with which the literature on parenthood and work–life balance is beset. It analyses research trajectories first within the established disciplines of organizational psychology and the sociologies of work and family practices, and then within the newer field of management studies. Gender, class and difference are singled out as troubling themes, especially in relation to fathers and impoverished parents. A tendency towards mono‐disciplinarity is observed within organizational psychology and sociologies of work and family practices. The review offers explanations for the historic but narrow definition within organizational psychology and sociologies of work and family practices of work–life balance as affecting mainly heterosexual dual‐career parent couples. The authors show how this narrow definition has led to inequities within research. They further identify as limiting the definition of work–life balance to be always ‘problematic’, rather than enriching, among employed parents. Consequently, a three‐factor framework is recommended, through which future studies may address the problems of definition and equity in work–life balance literature, including: a broader definition of work–life balance to include marginalized parents; the defining of parenting and employment as potentially life‐enriching; and a commendation of the transdisciplinary approach within management studies as poised to move debate forward.     

Public Organization Review: An Appreciation

Public Organization Review -     

Evolution of the Debate on Control Enhancing Mechanisms: A Systematic Review and Bibliometric Analysis

This paper aims to assess the state of the art, the structure and the evolution of the debate on control enhancing mechanisms (hereafter CEMs). It combines bibliometric and qualitative methodologies to analyze 210 articles published in scientific journals up to 2014. The findings show that the academics’ interest has increased over time, and the research has simultaneously developed along two main poles: antecedents and consequences of the proportionality principle. The analyses also reveal that the debate stems from the US studies on the legal principles of disproportionate ownership devices at the end of 19th century, and has been strongly fueled by the ‘law and finance’ theorists. This paper has both theoretical and practical implications. First, it provides insights into underexplored issues where future research efforts could be focused. Second, it supports new policy‐making interventions to CEMs and encourages investor regulation and corporate transparency.     

Information Technology in Public Services: Towards the Contractual Organization?

The growing trend towards information technology (IT) outsourcing is analysed within the UK public sector. The paper first details the research findings on factors influencing the degree of success experienced in a range of IT outsourcing deals. These factors are then utilized as a framework for analysing and discussing two case histories—of selective and large-scale IT outsourcing—drawn from different parts of the public sector. Both demonstrate how distinctive public-sector contexts influence the direction and degree of outsourcing. At the same time they highlight a range of managerial and organizational issues raised by moves towards contractual, core competence forms of organizing. Selective outsourcing is revealed as effective provided key decisions and actions are taken. The large-scale outsourcing case raises a number of critical issues not just for how it can be conducted in public-sector contexts, but also about the efficacy of such arrangements in terms of cost savings, possible over-dependence on a few suppliers, and ability to respond flexibly to changing political requirements and legislation.