Arbeitslose als Kunden?

Hielscher, Volker; Ochs, Peter

doi:10.5771/9783845269733

Cited by 46 publications

(8 citation statements)

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“…They do not create a participative environment, which is needed to establish a client-centered, personalized service. These findings have also been described by Hielscher and Ochs (2009), who showed that of 41 observed advisory sessions, only two were conducted in the desired "co-productive" manner, and only 17 were of a "supporting, clientcentered" interaction-type.…”

Section: "Social Interaction"-related Deficienciessupporting

confidence: 57%

“…As discussed in section 2.1, research insights on the individual work practices of public front office employees are scarce and only isolated studies discuss them, like e.g., Hielscher andOchs (2009) or Bretscher (2009). In prior research from the authors, we analyzed public front office employees' individual work practices more thoroughly using a series of mystery shopping episodes as well as interviews with front office employees (c.f., Giesbrecht et al, 2011;.…”

Section: The Case Of Citizen Advisory Servicesmentioning

confidence: 99%

“…Current research literature recognized that front office employees lack the necessary skills to provide desired customer service level (cf. Andersen, 2006;Bretscher, 2009;Giesbrecht et al, 2011;Hielscher and Ochs, 2009;Schwabe, 2011). A number of researchers have described the goals citizen services should accomplish and the skills that public administration employees should have to perform these services (cf.…”

Section: The Case Of Citizen Advisory Servicesmentioning

confidence: 99%

“…However, the larger part of current research studies take on a organizational perspective when discussing about government front offices and provide only little (if any) insight on the work practices of the individual public employees. Research studies providing deep insights on front office employees with their work practices are scarce (e.g., Hielscher and Ochs, 2009;Valenduc et al, 2007). Deepening our understanding regarding employees' work practices and how to increase it is essential: Employees in government front offices, understandably, have large influence on the quality of provided advisory services.…”

Section: Face-to-face Advisory Service Encounters and The Skills Emplmentioning

confidence: 99%

“…Focusing on the public sector, different researchers showed that front office employees lack the necessary skills to provide the desired level of citizen advisory services (cf. Andersen, 2006;Bretscher, 2009;Giesbrecht et al, 2011;Hielscher and Ochs, 2009;Schwabe, 2011). Today, cities increase their efforts to bind their citizens through improved service (Accenture, 2005).…”

Section: Introductionmentioning

confidence: 99%

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Empowering front office employees with counseling affordances

Giesbrecht

Schenk

Schwabe

2015

Transforming Government: People, Process and Policy

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Purpose -The purpose of this paper is to investigate the face-to-face citizen service encounter in public administrations' front offices, and present a novel qualification approach to empower service personnel on-the-job, and thereby deepen the knowledge on the role of information and communication technology for advancing governmental reforms. Design/methodology/approach -The presented study follows a design science research methodology, conducted in collaboration with the public administration of a major German city. Data were collected using multiple quantitative and qualitative methods, including questionnaires, semi-structured interviews and video analysis. Findings -A novel on-the-job qualification approach for empowering public employees in their job-related skills, building on the concept of affordances, is developed. Thereto, six design principles for equipping artifacts with counseling affordances are presented. Evaluations in real-world environments provide first evidence that "learning with counseling affordances" constitutes an effective qualification measure to initiate experiential learning on-the-job, helping employees in the resource-restricted work environment of public front offices to obtain the skills to provide superior advisory services. Research limitations/implications -The "learning with counseling affordances" approach was developed in collaboration with an individual major German city and the paper provides first evidence of its effectiveness and suitability. Hence, the study's insights should be approved by further research to strengthen generalizability. Originality/value -The paper highlights the previously neglected aspects of employee's skills and qualification for promoting governmental transformation. By highlighting the beneficial relationship between affordances and on-the-job learning, the paper provides novel insights on the role of information and communication technology to promote governmental transformation. Keywords Affordances, Design science, Learning on-the-job, Qualification Purpose: Investigating the face-to-face citizen service encounter in public administrations' front offices, the paper presents a novel qualification approach to empower service personnel on-the-job, and thereby deepens the knowledge on the role of information and communication technology for advancing governmental reforms. Design/methodology/approach:The presented study follows a design science research methodology, conducted in collaboration with the public administration of a major German city. Data was collected using multiple quantitative and qualitative methods including questionnaires, semi-structured interviews, and video analysis. Findings:A novel on-the-job qualification approach for empowering public employees in their job-related skills, building on the concept of affordances, is developed. Thereto, six design principles for equipping artifacts with counseling affordances are presented. Evaluations in real-world environments provide first evidence that "learning with counse...

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Section: "Social Interaction"-related Deficienciessupporting

confidence: 57%

Section: The Case Of Citizen Advisory Servicesmentioning

confidence: 99%

Section: The Case Of Citizen Advisory Servicesmentioning

confidence: 99%

Section: Face-to-face Advisory Service Encounters and The Skills Emplmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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