000			01411pab a2200145 454500
008			180718b2016 xxu||||| |||| 00| 0 eng d
100			_aSimmons, richard
245			_aImprovement and public service relationships: cultural theory and institutional work
260			_c2016
300			_ap.933-952.
520			_aThis 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			_aPublic utilities
773			_aPublic Administration
909			_a113877
999			_c113871 _d113871