International Journal of Nonlinear Analysis and Applications

Complexity of services and productivity in public organizations; model design and explanation by grounded theory and structural equations

Document Type : Research Paper

Authors

1 Department of Government Management, Sari Branch, Islamic Azad University, Sari, Iran

2 Department of Public Administration, Gorgan Branch, Islamic Azad University, Gorgan, Iran

Abstract

The paper aims at developing a model for improving service productivity in public organizations based on the service complexity approach. This is an applied, descriptive qualitative and, quantitative paper. The population in the qualitative section (grounded theory) includes 16 experts in the field of productivity in the university and managers of government organizations in Tehran province who were selected by theoretical sampling method as a method of targeted sampling. The statistical population in the structural equations section includes three categories: 1) Managers and experts of government service organizations; 2) Experts and deputies of government service organizations and, 3) Consultants and experts of government service organizations. In this section, we used multi-stage relative stratified sampling, which according to Cochran's formula, a total of 384 samples acceptable. Thus, the questionnaires were randomly distributed in each of the five regions of the country and, the data from 390 questionnaires were completed through the data analysis algorithm in PLS software. Having analyzed the interviews based on the grounded theory method and in NVivo Plus 2020 software and by open coding, we obtained 143 items as basic concepts from the text of the interviews, which were classified into 31 sub-indices and 11 main indices and five dimensions. Then, we validated and approved the results of the qualitative section through the data analysis algorithm in the PLS software. Given the research findings, we presented and fitted the model of improving service productivity in public organizations based on service complexity in a paradigm model.

Keywords

[1] O.Z. Aksin and A. Masini, Effective strategies for internal outsourcing and offshoring of business services: An empirical investigation, J. Oper. Manag. 26 (2008), no. 2, 239–256.
[2] M. Amir Kamali, The effect of e-citizen communication dimensions on increasing the efficiency of government services, Master Thesis, Islamic Azad University, Safadasht Branch, 2017.
[3] Asian Productivity Organization (APO), APO Productivity Databook 2018, APO, 2018.
[4] R.D. Badinelli, An optimal, dynamic policy for hotel yield management, Eur. J. Operat. Res. 121 (2000), no. 3, 476–503.
[5] R.D. Badinelli, S. Barile, I. Ng, F. Polese, M. Saviano and P. Di Nauta, Viable service systems and decision making in service management, E. Gummesson, C. Mele and F. Polese (eds.), J. Service Manag. 23 (2012), no. 4, 498–526.
[6] T.S. Baines, H. Lightfoot, O. Benedettini, D. Whitney and J.M. Kay, The adoption of servitization strategies by UK-based manufacturers, Proceedings of the Institution of Mechanical Engineers, Part B: J. Eng. Manufact. 224 (2010), no. 5, 815–829.
[7] A. Bazargan Harandi, E. Hejazi and Z. Sarmad, Research methods in behavioral sciences, Agah, 2018.
[8] C. Braun and K. Hadwich, Determinants of perceived internal service complexity: An empirical analysis of promoting and limiting complexity factors, European Bus. Rev. 29 (2017), no. 1, 123–152.
[9] T.Y. Choi, K.J. Dooley and M. Rungtusanatham, Supply networks and complex adaptive systems: Control versus emergence, J. Oper. Manag. 19 (2001), no. 3, 351–366.
[10] G.A. Churchill Jr, A paradigm for developing better measures of marketing constructs, J. Market. Res. 16 (1979), no. 1, 64–73.
[11] H. Danaeifar and H.R. Herati, Mechanisms to improve the productivity of the Iranian public sector, Sci. Quart. Manag. Gover. Organ. 2 (2014), no. 3 (consecutive 7), 7–24.
[12] R. Dorbecker and T. Bohmann, The concept and effects of service modularity–A literature review, 46th Hawaii Int. Conf. Syst. Sci., IEEE, 2013), pp. 1357-1366.
[13] S. Durdyev, A. Ihtiyar, S. Ismail, D.S. Ahmad and N.A. Bakar, Productivity and service quality: Factors affecting in service industry, Proc.-Soc. Behav. Sci. 109 (2014), 487–491.
[14] M. Dwairi, S.N. Bhuian and A. Jurkus, Revisiting the pioneering market orientation model in an emerging economy, Eur. J. Market. 41 (2007), no. 7/8, 713–721.
[15] A. Faghihi and Z. Mousavi Kashi, Productivity measurement model (effectiveness and efficiency) in the public service sector of Iran, J. Public Admin. 2 (2010), no. 4, 107–126.
[16] S. Farner, F. Luthans and S.M. Sommer, An empirical assessment of internal customer service, Manag. Service Qual.: Int. J. 11 (2001), no. 5, 350–358.
[17] A. Gokulakrishnan, P. Sasikumar and M.J. Sherli, Role of virtual queue management system in improving service efficiency in banks at Chennai city, Acad. Leadership-Online J. 21 (2020), no. 6, 383–389.
[18] B. Gumah and M.A. Aziabah, Our lives are affected by government agencies: Citizens’ perception survey as a measure of public service efficiency in Ghana, SAGE Open 10 (2020), no. 2.
[19] A. Habibi and M. Adenvar, Structural equation modeling and factor analysis (LISREL software application training), University Jihad Publishing Organization, 2017.
[20] M.G. Hughes, E.A. Day, X. Wang, M.J. Schuelke, M.L. Arsenault, L.N. Harkrider and O.D. Cooper, Learnercontrolled practice difficulty in the training of a complex task: Cognitive and motivational mechanisms, J. Appl.
Psycho. 98 (2013), no. 1, 80.
[21] K.N.S. Iyer, P. Srivastava and M.Y.A. Rawwas, Aligning supply chain relational strategy with the market environment: Implications for operational performance, J. Market. Theory Practice 22 (2014), no. 1, 53–72.
[22] M. Jeffrey M, Principles of structural equation modeling, Translated by: S. Rasoulzadeh Aghdam, Research Institute for Cultural and Social Studies, 2011.
[23] G. Kostopoulos, S. Gounaris and A. Boukis, Service blueprinting effectiveness: Drivers of success, Manag. Service Qual.: Int. J. 22 (2012), no. 6, 580–591.
[24] V. Martinez-Tur, Linking service structural complexity to customer satisfaction: The moderating role of type of ownership, Int. J. Service Ind. Manag. 12 (2001), no. 3, 295–306.
[25] J.G. Mazraji, Relationship between productivity and quality of services with the level of customer satisfaction of the credit institution of the nations of North Khorasan, Master Thesis, Payam-e-Noor University, Quchan Center, 2017.
[26] D. McFarlane and R. Cuthbert, Modelling information requirements in complex engineering services, Comput. Ind. 63 (2012), no. 4, 349–360.
[27] S. Mikolon, A. Kolberg, T. Haumann and J. Wieseke, The complex role of complexity: How service providers can mitigate negative effects of perceived service complexity when selling professional services, J. Service Res. 18 (2015), no. 4, 513–528.
[28] A. Neely, D. McFarlane and I. Visnjic, Complex service systems–identifying drivers characteristics and success factors, 18th Int. Ann. EurOMA Conf. Explor. Interfaces, Cambridge, UK, Cambridge University Press, Cambridge, UK, 2011, 74.
[29] I. Ng, G. Parry, R. Maull and D. McFarlane, Complex engineering service systems: A grand challenge, I. Ng, G. Parry, P. Wild, D. McFarlane and P. Tasker (eds.), Complex Engineering Service Systems: Concepts and Research, Springer London, 2011, pp. 439–454.
[30] H.S. Park, C. Baker and D.W. Lee, Need for cognition, task complexity, and job satisfaction, J. Manag. Eng. 24 (2008), no. 2, 111–117.
[31] F. Polese, C. Mele and E. Gummesson, Addressing complexity and taking a systemic view in service research, Manag. Service Qual.: Int. J. 24 (2014), no. 6.
[32] M.H. Rahmati, S.R. Razavi Saeedi, M. Shahbazi and H. Zarei Matin, Classification of types of complexity and ranking of organizations based on the degree of complexity, Organ. Culture Manag. 7 (2019), no. 2, 279–298.
[33] F. Rana, A. Ali, W. Riaz and A. Irfan, Impact of accountability on public service delivery efficiency, J. Public Value Admin. Insight 2 (2019), no. 1, 7–9.
[34] P. Robbins, C. O’Gorman, A. Huff and K. Moselein, Multidexterity–a new metaphor for open innovation, J. Open Innov.: Technol. Market Complexity 7 (2021), no. 1, 99.
[35] J. Robert and J. Peter, Service productivity: Towards understanding the relationship between operational and customer productivity, Int. J. Product. Perform. Manag. 53 (2004), no. 3, 201–213.
[36] J. Rutkauskas and E. Paulavichiene, Concept of productivity in service sector, Eng. Econ. 43 (2005), no. 3, 35–41.
[37] B.S. Sahay, Multi-factor productivity measurement model for service organization, Int. J. Product. Perform. Manag. 54 (2005), no. 1.
[38] J. Teixeira, L. Patrıcio, N.J. Nunes, L. Nobrega, R.P. Fisk and L. Constantine, Customer experience modeling: From customer experience to service design, J. Service Manag. 23 (2012), no. 3.
[39] N. Venkatraman, Strategic orientation of business enterprises: The construct, dimensionality, and measurement,
Manag. Sci. 35 (1989), no. 8, 942–962.
[40] C.-J. Wang, H.-T. Tsai and M.-T. Tsai, Linking transformational leadership and employee creativity in the hospitality industry: The influences of creative role identity, creative self-efficacy, and job complexity, Tourism Manag. 40 (2014), 79–89.
[41] I.F. Wilkinson, The evolution of an evolutionary perspective on B2B business, J. Bus. Industr. Market. 21 (2006), no. 7, 458–465.
International Journal of Nonlinear Analysis and Applications
Volume 15, Issue 2
February 2024
Pages 71-86
  • Receive Date: 01 January 2022
  • Revise Date: 10 February 2022
  • Accept Date: 05 March 2022