000			02037pab a2200181 454500
008			180718b2005 xxu||||| |||| 00| 0 eng d
100			_aHeintzman, Ralph
245			_aPeople, service and trust: is there a public sector service value chain?
260			_c2005
300			_ap.549-75.
362			_aDec
520			_aThis article reviews the evidence for the existence of a `public sector service value chain', offering a new way of thinking about what Bouckaert and his colleagues have called the micro-performance approach to improving trust and confidence in public institutions (Bouckaert et al, 2002). In particular, the article focuses on the role of service delivery in enhancing citizen trust and confidence. But it does so in the context of a broader model, one that links service delivery to other important aspects of management performance, especially people management. The article refers to this model as the `public sector service value chain', drawing on work by Heskett and others in the private sector (Heskett et al, 1994, 1997). The article reviews evidence for links between employee engagement (satisfaction and commitment) and client satisfaction in the public sector, and between public sector client satisfaction and citizen trust and confidence. The article identifies the five main `drivers' of service satisfaction in the public sector, and reviews both purported `drivers' of employee engagement as well as data documenting the influence service delivery appears to have on citizens' trust and confidence in Canada. The article outlines a forward research agenda, to identify the drivers of staff satisfaction and commitments, as well as drivers of trust and confidence in public institutions, and to determine whether the proposed links in the public sector service value chain' can be empiricaly validated. - Reproduced.
650			_aPublic institutions
650			_aPublic administration
700			_aMarson, Brian
773			_aInternational Review of Administrative Sciences
909			_a68718
999			_c68718 _d68718