Customer Experience
Transcript: Customer related challenge for the Public Sector Demand can go up Do more with less Public Sector Decreasing demand 11006193 12001677 12007924 11005068 12005394 Austerity FERRELL, O. C., DIBB, S. and SIMKIN, L. 2005. Marketing: concepts and strategies. United States: Houghton Mifflin Company. FLYNN, N., 2012. Public Sector Management. 6th ed. London: Sage. HA, S.H. and LEE, M.J., 2010. Customer service quality improvement in the public sector through the Internet. Total Quality Management [online]. November, vol. 21, no. 11, pp. 1161-1176. [viewed 19 March 2015]. Available from: http://eds.a.ebscohost.com/eds/pdfviewer/pdfviewer?sid=b67491fd-e26a-4c48-92ab-2fbcf3521ecb%40sessionmgr4002&vid=1&hid=4113 HARRIS, E. K. 2009 Customer Service: A Practical Approach. United States: Pearson Education Ltd. HEMINGWAY, S., COXON, G., MUNDAY, D. and RAMSAY, M., 2014. Austerity is bad for mental health: implications for mental health nurses. Mental HEALTH NURSING [online]. Vol. 33, no. 6, pp. 7-9 [viewed 18 March 2015]. Available from: http://search.proquest.com/docview/1476213707/5BE1401635CF4733PQ/110?accountid=12269 HUGHES, O. E., 2003. Public sector management. 6th ed. United Kingdom: Sage Publications Ltd. LAWTON, A. and ROSE, A. 1999. Public Services Management. Harlow: Pearson Education Ltd. LESLIE, K. and CANWELL, A. 2010. Leadership at all levels: Leading public sector organisations in an age of austerity. European Management Journal [online]. January, vol.28, no.4, pp.297–305 [viewed 19 March 2015] Available from: http://www.sciencedirect.com/science/article/pii/S0263237310000319 POLLITT, C., 2003. The essential public manager. England: Open university press. RANSON, S., and STEWART, J., 1994. Management for the public domain: enabling the learning society. New York: Basingstoke. SAUNDERS, P., 1986. Social theory and the urban question. 2nd ed. London: Hutchison. SIMMONS, R., POWELL, P., and GREENER, I., 2009. The consumer in public services choice, values and difference. Bristol: The Policy Press. (Leslie and Canwell 2010). Private Customer Public User Public sector user complexity Austerity and performance measurement challenges Public Sector Non Profit Sector Measuring Performance Private Sector Benchmarking Targets Dashboards League Tables Time Consuming Discouragement (Staff`) Inconsistent Message Cost Still expected to deliver and improve quality Reduce deficit and debt Cut public sector spending and employment (Ha and Lee 2010, Ferrell et al. 2005, Harris 2009, Hicks 1958, cited in Hughes 2003) Customers The User Has flexibility over business structure and offerings The User Voice Advantages Help expose risks Improvements to management practice A basis for planning (Borges et al. 2013; Clayton et al. 2015) (Flynn 2012) (Pollitt 2003) (Saunders 1986) (Simmons, Powell and Greener 2009) (Stewart and Ranson 1994) (Lawton and Rose 1999; Cappellini et al. 2014). BENJAMIN, L.M and CAMPBELL, D.C., 2014. Nonprofit Performance – Accounting for the Agency of Clients. Butterworth-Heineman: UK BORGES, W., CLARKE, H. D., STEWART, M. C., SANDERS, D., and WHITELEY, P. 2013. The emerging political economy of austerity in Britain. Electoral Studies [online]. January, vol.32, no.3, pp.396–403 [viewed 19 March 2015] Available from: http://www.sciencedirect.com/science/article/pii/S0261379413000681 BRENT, A., 2012. Adult Social Care. Palgrave Macmillan: UK CAPPELLINI, B., MARILLI, A., and PARSONS, E. 2014. The hidden work of coping: gender and the micro-politics of household consumption in times of austerity. Journal of Marketing Management [online]. January, vol.30, no.15,–16, pp.1597–1624 [viewed 18 March 2015] Available from: http://www.tandfonline.com/doi/abs/10.1080/0267257X.2014.929164#.VQrOTTgfxoA CARNOCHAN, S., SAMPLES, M., MYERS, M and AUSTIN, M.J., 2014. Performance Measurment Challenges in Nonprofit Human Service Organizations. Nonprofit and Voluntary Sector Quarterly. Sage journals:USA CLAYTON, J., DONOVAN, C., and MERCHANT, J. 2015. Emotions of austerity: Care and commitment in public service delivery in the North East of England. Emotion, Space and Society [online]. January, vol.14, pp.24–32 [viewed 15 March 2015] Available from: http://www.sciencedirect.com/science/article/pii/S1755458614000759 DRUCKER, P. F., 2012, Managing The Non-Profit Organization, Routledge: UK Conclusion Private Sector Contemporary Issues in the Non-Profit Sector References (Hemingway et al. 2014) Private Sector Ways of Measuring Performance Private Sector Debbie Arthur Elin Andersson Hannah Cathcart Jake Gillespie Marija Antipina Contemporary Challenges in Non-Profit Organizations Public Sector Public Services Accountability Reward Success Customer service · Customer loyalty · Customer satisfaction · Customer retention The User Choice Public Sector