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Articles 1 - 7 of 7
Full-Text Articles in Business
Appraising Performance In Public Sector Organisations: Critical Discourse Perspectives, Christa Wood
Appraising Performance In Public Sector Organisations: Critical Discourse Perspectives, Christa Wood
Christa Wood
This paper examines the performance appraisal system that has been implemented in some public service organisations in line with the changes to a more commercialized structure. In an effort to change the behaviours and attitudes of public servants, performance appraisal systems have incorporated the new values and desired behaviours. Although a myriad of studies exist in regards to the new public management and on the topic of performance appraisal systems, there are few critical management studies of the implementation and operation of performance appraisal in the public sector. To date, most critical studies of performance appraisal have concentrated on the …
How Is Your Boss? Impact Of Transformational Leadership Behavior Of Manager On Customers' Selling Orientation-Special Reference To Corporate Banking Sector In Sri Lanka, Nalin Abeysekera, Ananda Wickramasinghe
How Is Your Boss? Impact Of Transformational Leadership Behavior Of Manager On Customers' Selling Orientation-Special Reference To Corporate Banking Sector In Sri Lanka, Nalin Abeysekera, Ananda Wickramasinghe
Ananda Wickramasinghe
Selling is paramount important in marketing and considered as a lifeblood in marketing. Customer oriented selling plays a vital role in this regards .On the other hand, managers need transformational leadership behavior to manage sales staff. This study aims to integrate the concept of customer orientation and transformational leadership of a manager by conceptualizing the concepts in Sri Lankan corporate banking sector. Responses were gathered via a questionnaire survey from a sample of 100 managers and 100 customer relationship officers(CRO). The results provide evidence for the significant relationship between transformational leadership of a manager and their customer orientation.
Self-Checkout At Banks: So Why Salesperson - A Case Of Sri Lankan Banking Sector, Nalin Abeysekera, Ananda Wickramasinghe
Self-Checkout At Banks: So Why Salesperson - A Case Of Sri Lankan Banking Sector, Nalin Abeysekera, Ananda Wickramasinghe
Ananda Wickramasinghe
Effective selling is one of the most critical elements in the process of marketing. It is the life-blood of an organization that gets in critical revenue. Hence, the role of a salesperson is paramOllllt important. Hence, this study tries to address: Do salespersons in Sri Lankan banking sector customer oriented if so, do they delight or amaze customers? Two state banks and two private banks have been selected as a sample and thirty customers representing both banks are interviewed. It has fOlllld that even though banks are relying on computer automated service some customers prefer hlllllan touch for better relationship. …
Are Low-Skill Public Sector Workers Really Overpaid? A Quasi-Differenced Panel Data Analysis, Peter Siminski
Are Low-Skill Public Sector Workers Really Overpaid? A Quasi-Differenced Panel Data Analysis, Peter Siminski
Peter Siminski
Public–private sectoral wage differentials have been studied extensively using quantile regression techniques. These typically find large public sector premiums at the bottom of the wage distribution. This may imply that low skill workers are ‘overpaid’, prompting concerns over efficiency. We note several other potential explanations for this result and explicitly test whether the premium varies with skill, using Australian data. We use a quasi-differenced Generalized Method of Moments (GMM) panel data model which has not been previously applied to this topic, internationally. Unlike other available methods, this technique identifies sectoral differences in returns to unobserved skill. It also facilitates a …
The Foundations Of Legal Citizenship: Community Law, Access To, Justice And The Community Legal Sector, Mark D. Rix, Scott Burrows
The Foundations Of Legal Citizenship: Community Law, Access To, Justice And The Community Legal Sector, Mark D. Rix, Scott Burrows
Mark Rix
The conventional role of community legal centres (CLCs) is as specialists in community law. As specialists in community law. CLCs playa vital role in giving practical meaning to the notion of legal citizenship and to the concept of the citizen within the communities they serve. CLCs should also be seen as having a broader role beyond community law, one that encompasses legal citizenship. This concept of a broader role for CLCs is alien to the way most government funding authorities, CLC clients and many CLCs view themselves. However, viewing CLCs in terms of legal citizenship provides an opportunity to focus …
Re-Organizing Australian Public Sector Work: Conditions For Innovating-In-Practice, Mary C. Johnsson, Oriana Price, Marie Manidis
Re-Organizing Australian Public Sector Work: Conditions For Innovating-In-Practice, Mary C. Johnsson, Oriana Price, Marie Manidis
Faculty of Business - Papers (Archive)
Public sector organizations continue to re-organize in response to reform imperatives but are they more innovative when they transform to market or customer orientations? This paper examines what we call innovating-in-practice in a hospital emergency department, a local government council and a corrections centre by analyzing how work organization dualities are negotiated using a practice theory lens. In public sector work, work dualities and tensions are often created when reform initiatives are introduced, requiring existing work practices to be challenged and changed. Our empirical illustrations expose the messiness and enmeshing of various practitioner interests, relations, materialities and purposes of practice …
The Influence Of Digital Self-Services On Patient’S Experience In A Polyclinic Context: A Framework Construction, Gabriela Labres Mallmann, Marco Plaisier, Johan Versendaal, Pascal Ravesteyn
The Influence Of Digital Self-Services On Patient’S Experience In A Polyclinic Context: A Framework Construction, Gabriela Labres Mallmann, Marco Plaisier, Johan Versendaal, Pascal Ravesteyn
Journal of International Technology and Information Management
The healthcare sector has done significant investments in technology in order to improve their processes; however there is evidence showing that new technology is not optimally used in certain healthcare settings. In this paper we present a framework to analyse how digital self- service (DSS) can optimize processes and improve patient experience in a polyclinic context. The framework consists of five digital self-service types and seven patient's experience factors, both taken from literature and validated for experts. The framework aims to show the influence of DSS in patient’s experience. The results show a positive impact of self-service diagnosis, treatment and …