| 000 -LEADER |
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| fixed length control field |
01411pab a2200145 454500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
180718b2016 xxu||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Simmons, richard |
| 245 ## - TITLE STATEMENT |
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| Title |
Improvement and public service relationships: cultural theory and institutional work |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
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| Date of publication, distribution, etc. |
2016 |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
p.933-952. |
| 520 ## - SUMMARY, ETC. |
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| Summary, etc. |
This article examines the influence of cultural-institutional factors on userﾖprovider relationships in public services. Using Grid-Group Cultural Theory (CT) as a way to structure the complexity of public service relationships, the article considers the extent to which public services are attuned to users' relational concerns. This analysis shows particular tensions between how users think the service should beﾒ compared with how they think the service 'actually is'. Additional study evidence is used to assess these findings; in particular, the effects of different patterns of compatibility on both the perceived quality of public service relationships and the value added by this. Finally, relationships between 'good opportunities' for user voice and the above results are discussed. In response, opportunities for improvement are identified (within the institutional work done by public service organizations), and the implications for the relative value of CT analysis are discussed. - Reprodu |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Public utilities |
| 773 ## - HOST ITEM ENTRY |
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| Main entry heading |
Public Administration |
| 909 ## - |
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| -- |
113877 |
