Vanaf 1992 heb ik voortdurend gepubliceerd in managementbladen voor het bedrijfsleven, de overheid en de zorg. De laatste drie Engelstalige artikelen (36, 37, 39) zijn geschreven op basis van onderzoek voor mijn proefschrift en in wetenschappelijke bladen geplaatst.
39. Compensating citizens for poor service delivery: Experimental research in public and private settings
Thomassen/Leliveld/Van de Walle/Ahaus
Public Administration (2017)
Samenvatting: after a service failure, citizens expect a recovery strategy that restores perceived justice and places a reasonable value on their loss. Offering monetary compensation is a strategy commonly used in private settings, but less so in public settings. To date compensation effects have not been researched in public settings. To investigate citizens’ evaluations of perceived justice, negative emotions and post-recovery satisfaction we used a 2 (sector: public, private) by 2 (compensation promised: yes, no) by 2 (compensation offered: yes, no) factorial between-subjects experimental design (student sample), and replicated this in a second study (US-citizens sample). Results showed that compensation leads to similar positive effects in public and private settings confirming earlier private setting research that applied justice theory. Explicitly promising compensation prior to a service encounter had no effect. However, promising compensation and not offering it led to decreased citizens’ evaluations, which confirms expectancy disconfirmation theory.
37. Developing and implementing a service charter for an integrated regional stroke service: an exploratory case study
Thomassen/Ahaus/Van de Walle
BMC Health Services Research (2014)
Samenvatting: Based on practices in commercial organizations and public services, healthcare organizations are using service charters to inform patients about the quality of service they can expect and to increase patient-centeredness. In the Netherlands, an integrated regional stroke service involving five organizations has implemented a single service charter. The purpose of this study is to determine the organizational enablers for the effective implementation of this service charter. We have determined seven categories of enablers formed of a total of 27 properties. The categories address a broad spectrum of enablers dealing with the basic foundations for cooperation, the way to manage the project’s organization and the way to implement the service charter. In addition to the enablers within each individual organization, enablers that reflect the whole chain seem to be important for the effective implementation of this service charter. Strategic alignment of goals within the chain, trust between organizations, willingness to cooperate and the extent of process integration are all important properties. This exploratory study provides an initial overview of the enablers of an effective implementation of a service charter in an integrated stroke service based on a single case study in the Netherlands. This research contributes to the literature on service charters, patient-centeredness within integrated care and the implementation of innovations.
36. An implementation framework for public service charters: results of a concept mapping study
Thomassen/Ahaus/Van de Walle/Nabitz
Samenvatting: the past decades many public services have introduced service charters to improve service delivery. However, still relatively little is known about what makes the implementation of such charters successful. In this article, we analyse the enablers for the successful implementation of public service charters using concept mapping. A total of 45 experts who had worked with service charters in Dutch public organisations participated in the research. Our empirical investigation has resulted in the Public Service Charter Implementation (PSCI) Framework containing three main clusters of enablers: ‘Leadership’, ‘Empowerment of employees’ and ‘Continuous improvement’ and 10 subclusters.
27. Kwaliteitshandvesten als normatief kader voor publieke dienstverleners; in Burger Bewust: De Burger als impuls voor een klantgerichte overheid; red. Poelmans, M.
Burgerlink; oktober 2010
16. Waardering door klanten en leveranciers (deel Padvinder-reeks)
INK; Zaltbommel; 2001
14. Klantrendement, Winstverbetering door de juiste aandacht voor de juiste klanten
INK; Zaltbommel; 2001
13. Klachtenmanagement (artikelenreeks)
Kwaliteit in Bedrijf; september 1999 – mei 2000
1. The price of wasting time
Thomassen/van der Wiele
Total Quality Management, april 1992