Occupational stress as a mediator between organisational intelligence traits and digital government service quality: a triangulation design approach

IF 3.9 3区 管理学 Q2 BUSINESS
Subashini Ramakrishnan, Dilip S. Mutum, Myint Moe Chit, Meng Seng Wong
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引用次数: 0

Abstract

Purpose

This paper aims to examine the mediating role of occupational stress in addressing the missing link between organisational intelligence (OI) traits and digital government service quality and propose relevant strategies in sustaining the digital government service quality whilst enhancing the psychological well-being of the service providers.

Design/methodology/approach

This paper utilises a triangulation design approach to interpret the findings of the study and propose pertinent strategies. Firstly, we examined the mediating role of occupational stress in addressing the link between OI traits, and digital government service quality. Next, we examined the priority factors of OI traits and occupational stress to sustain the quality of digital government services via the Importance-Performance Map Analysis (IPMA). These findings were cross-examined with the code’s percentage generated from participants’ open-ended survey feedback on aspects that requires improvement in sustaining service quality.

Findings

In principle, occupational stress mediates the relationship between OI traits at the third-order component level and digital service quality. Analysis at the lower component level shows that the mediation effect of occupational stress is only significant in the presence of employee-oriented OI traits and “Alignment and Congruence”. Accordingly, the IPMA exhibited the importance of “Job engagement”, “Alignment and Congruence” and “Occupational Stress” in sustaining service quality. Conversely, code’s percentage analysis demonstrated the role of other insignificant traits such as “Leadership” and Appetite for Change and Knowledge Deployment’ in ensuring the sustainability of digital service quality.

Originality/value

By integrating the Organisational Model of Stress with Public Service-Dominant Logic, this paper rejuvenates the stressors utilised in a traditional work setup and widens the perspective of individual job performance to organisational level performance, to reflect the context of today’s public service delivery. We triangulated the outcome from mediation analysis, IPMA as well as open-ended feedback analysis and propose prioritisation on the aspects of “Employee-oriented traits”, “Psychological Well-being”, “Alignment and Congruence”, “Leadership” and “Appetite for Change and Knowledge Deployment” aspects for sustaining digital government service quality. Considering the significance of occupational stress in sustaining service quality in both quantitative and qualitative analysis, this paper also takes the approach of proposing a stress intervention program at the individual and organisational levels to manage the psychological well-being of the service providers.

职业压力是组织智能特质与数字政府服务质量之间的中介:三角设计法
目的 本文旨在研究职业压力在解决组织智能(OI)特质与数字政府服务质量之间的缺失联系中的中介作用,并提出相关策略,在提高服务提供者的心理健康水平的同时维持数字政府服务质量。首先,我们研究了职业压力在解决职业创新特质与数字政府服务质量之间的联系方面所起的中介作用。其次,我们通过重要度-绩效图分析法(IPMA)研究了OI特质和职业压力在维持数字政府服务质量方面的优先因素。这些研究结果与参与者在开放式调查中反馈的关于维持服务质量需要改进的方面的代码百分比进行了交叉检验。研究结果原则上,职业压力在三阶成分层面上介导了职业创新特质与数字服务质量之间的关系。对低级成分的分析表明,只有在员工导向型职业创新特质和 "对齐与一致性 "存在的情况下,职业压力的中介效应才显著。因此,IPMA 显示了 "工作投入"、"一致与和谐 "和 "职业压力 "在维持服务质量方面的重要性。相反,代码百分比分析表明,"领导力 "和 "变革欲望与知识部署 "等其他无关紧要的特质在确保数字服务质量的可持续性方面发挥了作用。 原创性/价值 通过将压力的组织模型与公共服务主导逻辑相结合,本文为传统工作环境中的压力源注入了新的活力,并将个人工作绩效的视角扩大到组织层面的绩效,以反映当今公共服务提供的背景。我们对中介分析、IPMA 和开放式反馈分析的结果进行了三角分析,并建议优先考虑 "员工导向特质"、"心理健康"、"一致性和协调性"、"领导力 "和 "变革欲和知识部署 "等方面,以保持数字政府的服务质量。考虑到定量和定性分析中职业压力对维持服务质量的重要性,本文还从个人和组织层面提出了压力干预方案,以管理服务提供者的心理健康。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
8.00
自引率
15.20%
发文量
29
期刊介绍: Formerly known as Managing Service Quality – Impact Factor: 1.286 (2015) – the Journal of Service Theory and Practice (JSTP) aims to publish research in the field of service management that not only makes a theoretical contribution to the service literature, but also scrutinizes and helps improve industry practices by offering specific recommendations and action plans to practitioners. Recognizing the importance of the service sector across the globe, the journal encourages submissions from and/or studying issues from around the world. JSTP gives prominence to research based on real world data, be it quantitative or qualitative. The journal also encourages the submission of strong conceptual and theoretical papers that make a substantive contribution to the scholarly literature in service management. JSTP publishes double-blind peer reviewed papers and encourages submissions from both academics and practitioners. The changing social structures and values, as well as new developments in economic, political, and technological fields are creating sea-changes in the philosophy, strategic aims, operational practices, and structures of many organizations. These changes are particularly relevant to the service sector, as public demand for high standards increases, and organizations fight for both market share and public credibility. The journal specifically addresses solutions to these challenges from a global, multi-cultural, and multi-disciplinary perspective.
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