Announcements

Editors

 
Dr. Henry Boateng, University of Technology Sydney, Australia
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Prof. Abednego Okoe Amartey, University of Professional Studies, Accra Ghana
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Mrs. Rhodalene Amartey , Ghana Institute of Journalism, Ghana
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Call for Chapters

 
Proposals Submission Deadline: April 30, 2019
Full Chapters Due: June 18, 2019
Submission Date: September 30, 2019
 
 

Introduction

 
Service delivery challenges have existed in the public sector for many years. Poor service delivery is a serious problem in the public sector in many developing countries. In the last decade, there have been reforms in the public sector aimed at improving service delivery and ensuring public services users’ satisfaction. Several factors such as globalization, dynamics in customer expectations, changing demographics, service user empowerment, consumer protection laws, public sector reform programmes are changing the public sector service environment. However, the area has received relatively limited research attention as compared to the private sector.

Objective

 
The purpose of this book is to provide empirical insights to improve service delivery in developing countries. The book will help many governments in developing countries in their public sector reform programmes.

Target Audience

 
This book will be useful to public sector service managers, public sector employees, administrators, policymakers, government officials, NGOs, academics, students, public sector service users/citizenry.

Recommended Topics

 
Theme 1: understanding public sector services
1. Understanding public sector services users’ needs and expectations
2. Public sector service users’ experience
3. Meeting public sector services users’ needs and expectations
4. The role of service climate, and stewardship in delivering superior services in the public sector
5. Internal marketing to build and foster a customer service-oriented culture in the public sector
Theme 2: People and Public sector service delivery
6. Employee engagement and service delivery performance in the public sector
7. Employee behaviours and service delivery outcomes in the public sector
8. Employee attitudes toward service innovation in the public sector
9. Committing to service standards and performance metrics
Theme 3: Designing Public sector services
10. Engineering customer service experiences in the public sector
11. Using Service blueprint to improve service delivery in the public sector
12. Improving service processes and systems to satisfy public sector service users
13. Using eGovernment to improve public service delivery
Theme 4: Environmental factors and public sector service delivery
14. Socio-culture factors in public sector service delivery
15. Political interference and service delivery outcomes in the public sector
16. Technological factors and service delivery outcomes in the public sector


Submission Procedure

 
Researchers and practitioners are invited to submit on or before April 30, 2019, a chapter proposal of 500 to 15000 words clearly explaining the problem and objectives of his or her proposed chapter. Authors will be notified by May 19, 2019 about the status of their proposals and sent chapter guidelines. Full chapters are expected to be submitted by June 15, 2019, and all interested authors must consult the guidelines for manuscript submissions at http://www.igi-global.com/publish/contributor-resources/before-you-write/ prior to submission. All submitted chapters will be reviewed on a double-blind review basis. Contributors may also be requested to serve as reviewers for this project.

Note: There are no submission or acceptance fees for manuscripts submitted to this book publication, Improving service delivery in the public sector in developing countries. All manuscripts are accepted based on a double-blind peer review editorial process.

All proposals should be submitted through the eEditorial Discovery®TM online submission manager.


Publisher

 
This book is scheduled to be published by IGI Global (formerly Idea Group Inc.), publisher of the "Information Science Reference" (formerly Idea Group Reference), "Medical Information Science Reference," "Business Science Reference," and "Engineering Science Reference" imprints. For additional information regarding the publisher, please visit www.igi-global.com. This publication is anticipated to be released in 2020.

 

Important Dates

 
Chapter Proposal (500-1500 words): 19th April 2019
Full chapter submission: 15th June 2019
Notification of authors: 15th July 2019
Submission of Revised version: 29th Aug 2019
Final acceptance Notification: 15th September 2019
Final Manuscript Submission: 30th September 2019


Inquiries

 
Dr. Henry Boateng, University of Technology Sydney, Australia
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Please click here for more information.

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Postal Address: P.O.Box LG 149, Accra – Ghana
Tel numbers:  +233 302 500 171, +233 302 500 722, +233 302 500 723
Fax Number: +233 302 501174
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