An Analysis of Diversification in Public Service Organisations

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Date added: 17-06-26

Level: high-school


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Task – 2: Literature Review Contents Introduction: Journals and Reviews: Conclusion: References:


The aim of the chapter is to provide evidential literary support to the background of the research and also refer to appropriate articles be it the journals or any online sources for the clarification of the concepts regarding the research topic. There are researches done in the similar conceptual fields, materials from those can also be readily coagulated to develop the profound base for the knowledge development of the research domain that has been selected as per the aim of the discourse. Thus the primary purpose of a chapter dedicated to literature review has been established. The ideas are emphasized by library research methods and backed up by concrete literary evidences. However this is draw a conceptual thread that suits the analysis criterion of the research and also wields to support the knowledge development of the research about the organizations. Regarding the process incorporated it might be stated that the general cases that are close to that of the research topic and the essential peripherals are readily commemorated in this conjuncture to concoct the rightful reagent for the calibration process of the entire research. The range of diversification in the public service organizations is great and each and every aspect is to be ardently and efficiently taken care of so as to felicitate an overall customer satisfaction and thereby accelerates the process of attainment of sustainability. The factors include from quality services, to attractive service timings and a decent communication flow. This readily mandates the work team expertise and also shows that the teams working for the organization had to be extremely dedicated for the realization of the desirables. Thus the ideas are to be commemorated in the conjuncture that shall lay prime focus on the development of services in the selected domain of sustaining operations and incrementing the customer satisfaction levels and the major techniques suggested for this is preferably the efficient and dedicated services that should be offered. Thus the ideas are to be deciphered.

Journals and Reviews:

The review report of the journals and other sources which are of relevance to the topic of the research are discussed in this section. LJ Krajewski, LP Ritzman, MK Malhotra in the 2012 edition of their book deduced that the key criterion for development and growth of any organization is to have decent and tactical operations management strategy. The strategic choice of approach and the customer value proposition are the fundamental pillars of the structural support system that consolidates the foundations of the operations management (Krajewski, Ritzman, & Malhotra, 2012). The basic element for the sustainability of operations in an organization and an efficient tactical approach for the operations management are to develop and maintain a decent quality in terms of product designing and services. Thus the idea can be drawn that tactical researches are to be conducted in both qualitative and quantitative manner to stabilize the operations at the organization. The ideology can further be illustrated that the factual impact for efficient operations strategizing lies to the significant hypothesis that the development of any organization can be achieved only by the up keep of the service quality and especially the organizations working in the public services sector should be more inclined to this issue and the agenda should be addressed with utmost efficiency and dedication. According to JY Rha (2012), the domain of public services and public service industries depend on customer relationship, value chain services, design quality, and service quality (Rha, 2012). The idea is to consolidate the strategic approach for the development of a tactical operational plan for procuring quality services for the customers. The prioritization of the customers for an effective operations quality and explicitly efficient and prompt service also helps to gain the trust factor and hence confiscate the crisis for the organization. Thus the foundation of a decent public service organization is laid. As stated by Y Xing and the coauthors have descriptively depicted that the main criterion for organizational development for industries in public services is the discrete researching for information that will substantially support the decisions which are to be taken to strategize means to sustain the operations and increase the customer loyalty (Xing, Li, Bi, Wilamowska‐Korsak, & Zhang, 2013). The driving force for strategizing and also upgrading the service quality for the organization hence is deliberately calibrated by the research of operational ambiguity establishment. The research also enhances the fundamental knowledge of the professionals and hence results positively in favor of the organization. According to Karna (2014), the high level of competition in the market has been an effect for the incorporation of globalization that has explicitly given a hike to the practice of international business. The ideological scenario readily demands the supply of the strategic approach towards the gain of better exposure and increase the trust issue of the existing chain of customers (Kärnä, 2014). In the context the author, J Papp, 2014 have in details expressed the necessity and the importance of the quality management in the organizations. The quality management is not only limited to the rigid boundaries for incineration of product quality but more importantly the idea refers to the concept of procuring quality services to the customers that is rephrased as the efficiency and promptness in services offered by the organization to the customers (Papp, 2014). The quality management issue is thereby of immense importance, which can be realized by strategy implementation and tactical considerations of the research findings from explicit market researches that readily aids the decision making structure for the organizations. According to Arif, Gupta and Williams, the aviation industry is readily integrated in the functional domains of the public service industry where the customer satisfaction is to be vindictively hiked so as to gain better satisfaction rates of the customers. Owing to the nature of the industry airlines are an extension of hospitality and customer valuation services where the comfort and demands of the customers are in need of prioritization (Arif, Gupta, & Williams, 2013). Thus the theoretical phenomenon has to be implemented by such organizations where the customer satisfaction has to be lodged as the topmost criterion for the attainment of sustainability. The issue also induces a demand of tranquility in the services by enhancing the quality of deliverance by the employees and hence the step is taken for better operational management and growth sustainability. This mandates the further extension of the domain where the two important pillars of sustainability of customer satisfaction has to be emphasized that results into the positive outcome in favor of the organization. McColl Kennedy and his co - authors have mentioned in their paper in the year 2012, that the public health care is the agenda for most public services industries that should be affectively taken care of by the organization managers. The ideological scenario infuses use of quality product manufacturing tactics especially as far as edibles are concerned, proper inspection should be manifested to be a regular practice for the organization. The idea for providing adequate support at times of crisis has to be kept ready as a resource and should be implemented as an effective precautionary measure (McColl-Kennedy, Vargo, Dagger, Sweeney, & Kasteren, 2012). Thus the health care facilities which are to be offered to the customers by the organization has to be standardized and readily appealed as per the norms of distributive analytical aspects that regulates the strategy design and development for the organizations in public services. This is probably the most important factor that readily influences the implementation of the ethical codes by the organization. The ethical duties are also an important factor that infuses the trust amongst the customers and helps the organization to gain positive attention and hence an important factor of initiating the sustainability and effective customer base for the organizations. The next important factor as proposed by the Galliers and Leinder in the paper, 2014 is the installation and incorporation of the practices to develop a steady management of data and information which is done for the up keep of information technology for the sustainability of operations that incorporates a steady flow of essential information that mandates the high quality of service that are provided for the customers (Galliers & Leidner, 2014). The idea seriously contemplates the threats for the organization and develops a better understanding and liaison between the servers and the served which mandates the ambiguity of the business for the organization. In the context there were further research done by V. Venkates and his co - authors for the realization of acceptance by the consumers and the following outcome that readily mandated the steady and sturdy development of the organization operations. The ideology is to be retained by the various means to instigate that rate of acceptance and this can be done only by aggravating steady flow of communication channels between the customers and the organization (Venkatesh, Thong, & Xu, 2012). M Armstrong and S Taylor have readily calibrated in the book for the realization of ideas related to Human Resource management that role of the employees for the development of operational sustainability and the environmental harmony for the organization and the customer satisfaction is immensely valuable. The HR departments of all organizations idealizes strategic placements of efficient and hard - working individuals who are capable to deliver as per the expectations of the customers and hence increases the standards of the organization itself (Armstrong & Taylor, 2014). The ideas are now clarified that the increment of the customer satisfaction levels are directly proportional to the development of the organization’s stature for the enhanced quality performance and the responsibility of the human resource management team can readily be manifested thus the ideas are hence drawn to the context of the matter. Now to draw the effects for the realization of the above depicted steps the ideas can readily be emphasized by the works of Anderson and others in the year 1994 that explicitly expresses the fact that there are numerous effects for the development of the customer satisfaction rates, the exquisite advantages are that of the improved market shares and profit accountability and hence the fact that the satisfaction of the customers also effects the revenue and yields financial growth for the organization is depicted (Anderson, Fornell, & Lehmann, 1994). Thus the key purpose for the up keeps of the customer service quality part from the attainment of operational sustainability also the revenue and finances for the organization shall be benefitted by the incorporation of the strategic means to attain higher satisfaction amongst the customers. This can also act as an effective strategy for the marketing of the organization and procuring higher opportunities to the organization with the positive development of growth and sustainability quotient within the organization.


The literature review that is depicted here derives the fundamental principles of operations, ethics, communication and performance enhancement practices that are to be efficiently implemented by the organizations so as to maintain the sustainability and also initiates the better quality of services towards the customers and hence this mandates the facts and the various diversified attributes favoring the initiation of the various considerations that are to be made on the basis of probability and presumptions are also described as per the context of the discourse. The importance of the literature review lies in the point that the categorical fields that are of relevance to the main aim of the research are established in argumentative manner backed up by concrete evidences that are derived from the researches that are already conducted across the international platform related to the aim of the research and thereby consolidates the foundation of the research and provides an abrupt guideline for the domains which are to be constructed for the research evaluation process. The ideas are explicitly are deduced from the literary sources which are readily described and the fields for the appropriate analysis are readily depicted. The scenarios are such that they mandates the need for the growth of the organization by prioritizing the customer service quality and thus it is seen as the result for the review that the fields not only impacts the sustainability for operations but readily emasculates strength to the company finances and profitability factor. Thus the literature review can hence be concluded.


Anderson, E., Fornell, C., & Lehmann, D. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing ; Arif, M., Gupta, A., & Williams, A. (2013). Customer service in the aviation industry–An exploratory analysis of UAE airports. Journal of Air Transport Management, ;, 1-7. Armstrong, M., & Taylor, S. (2014). Armstrong's handbook of human resource management practice; Kogan Page Publishers. Galliers, R., & Leidner, D. (2014). Strategic information management: challenges and strategies in managing information systems; Routledge. Kärnä, S. (2014). Analysing customer satisfaction and quality in construction–the case of public and private customers. Nordic journal of surveying and real estate research; Krajewski, L., Ritzman, L., & Malhotra, M. (2012). Operations management; Pearson Education Limited. McColl-Kennedy, J., Vargo, S. L., Dagger, T., Sweeney, J., & Kasteren, Y. v. (2012). Health care customer value cocreation practice styles. Journal of Service Research; Papp, J. (2014). Quality management in the imaging sciences; Elsevier Health Sciences,. Rha, J. (2012). Customer satisfaction and qualities in public service: an intermediary customer perspective. The Service Industries Journal;, 1883-1900. Venkatesh, V., Thong, J., & Xu, X. (2012). Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology. MIS quarter;, 157-178. Xing, Y., Li, L., Bi, Z., Wilamowska‐Korsak, & Zhang, L. (2013). perations research (OR) in service industries: a comprehensive review. Systems Research and Behavioral Science,;, 300-353.
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