Administração Pública
Administração Pública
Índice
Os organismos da Administração Pública (AP) lidam com várias partes interessadas, com requisitos diferentes e por vezes contraditórios. A gestão da qualidade nestas áreas tem necessidade, mais que noutras, de perspetivar a qualidade do ponto de vista da procura (ex.: satisfação dos clientes/utentes/cidadãos… ) e da oferta (ex.: satisfação dos funcionários, condições para a prestação dos serviços…), procurando atingir um ponto de equilíbrio entre a “voz dos clientes” e a “voz dos fornecedores”.
Este capítulo serve de enquadramento aos capítulos seguintes sobre AP. A complexidade crescente das tarefas exigidas aos trabalhadores, a par da necessidade de obter novas capacidades acarreta maior estresse do trabalho. O estudo de Ramakrishnan et al (2022) centra-se nas relações entre as práticas de Inteligência Organizacional (IO) e o estresse ocupacional. Uma grande área de consenso situa- se no reconhecimento de que as pessoas são essenciais para transformar dados, informação e conhecimento em inteligência válida para a organização.
Modelos concetuais de inteligência organizacional, qualidade do serviço e estresse organizacional são elencados e referenciados, a par da definição de variáveis e dimensões, sendo apresentado um modelo de integração.
António Ramos Pires has received a PhD from the Faculty of Sciences and Technology – New University of Lisbon – Portugal). He was President of the Portuguese Quality Institute (IPQ), President of the Board of the Portuguese Association for Quality (APQ). He is President of the Board of the Quality Research Network (RIQUA). His research interests are in the areas of process management, design and development.
Beyza, S. and Evenstad, N. (2018), “he virtuous circle of ephemeralization and the vicious circle of stress: a systemic perspective on ICT worker burnout, Futures, Vol. 103, pp. 61 -72.
Bhuiyan, S.H. (2011), Modernizing Bangladesh public administration through e-governance: benefits and challenges, Government Information Quarterly, Vol. 28 No. 1, pp. 54 -65.
Boxall, P. and Macky, K. (2014), High-involvement work processes, work intensification and employee well-being, Work, Employment and Society, Vol. 28 No. 6, pp. 963 -984.
Cohen, G. and Kotorov, R. (2016), Organizational Intelligence: How Smart Companies use Information to become more Competitive and Profitable, Information Builders, New York.
Krekel, C., Ward, G. and De Neve, J.-E. (2019), Employee wellbeing, productivity, and firm performance, Saïd Business School Working Paper 2019 -04.
Sree Lekshmi, S.N. (2020), Analysis of the impact of organisational culture on occupational stress: the role of job satisfaction in IT SMEs in India and the UK, Unpublished PhD Thesis, University of Wales Trinity Saint David.
Malik, O.F., Schat, A.C.H., Shahzad, A., Raziq, M.M. and Faiz, R. (2021), Workplace psychological aggression, job stress, and vigor: a test of longitudinal effects, Journal of Interpersonal Violence, Vol. 36 Nos 5-6, pp. 1-29.
Ogbonnaya, C. (2019), Exploring possible trade-offs between organisational performance and employee well-being: the role of teamwork practices, Human Resource Management Journal, Vol. 29 No. 3, pp. 451-468.
United Nations (2020), United Nations E-Government Survey 2020: Digital Government in the Decade of Action for Sustainable, United Nations, New York.
Pak, J. and Kim, S. (2018), Team manager’s implementation, high performance work systems intensity, and performance: a multilevel investigation, Journal of Management, Vol. 44 No. 7, pp. 2690- 2715.
Parker, D. and Decotiis, T. (1983), Organizational determinants of job stress, Organizational Behavior and Human Performance, Vol. 32, pp. 160-177.
Pinho, J.C. and Macedo, I.M. (2008), Examining the antecedents and consequences of online satisfaction within the public sector: the case of taxation services, Transforming Government: People, Process and Policy, Vol. 2 No. 3, pp. 177 -193.
Potipiroon, W. and Faerman, S. (2020), Tired from working hard? Examining the effect of organizational citizenship behavior on emotional exhaustion and the buffering roles of public service motivation and perceived supervisor support, Public Performance and Management Review, Vol. 43 No. 6, pp. 1260-1291.
Ramakrishnan, S., Wong, M. S., Chit, M. M., & Mutum, D. S. (2022). A conceptual model of the relationship between organisational intelligence traits and digital government service quality: the role of occupational stress. International Journal of Quality & Reliability Management, 39(6), 1429-1452. DOI 10.1108/IJQRM-10-2021-0371.
Rodriguez, C.F. and Choudrie, J. (2021), The impact of different organizational environments on technostress: exploring and understanding the bright and dark sides before and during Covid- 19, UK Academy for Information Systems Conference Proceedings 2021 [Paper presentation], available at: https://aisel.aisnet.org/ukais2021/23/.
Shea, T. and De Cieri, H. (2011), Workplace stress evaluation tools: a snapshot review, ISCRR & Monash University, available at: https://research.iscrr.com.au/ data/assets/pdf_file/0011/ 297758/Workplace-stress-evaluation-tools-snapshot.pdf
Travica, B. (2015), Modelling organizational intelligence: nothing googles like Google, Online Journal of Applied Knowledge Management, Vol. 3 No. 2, pp. 1 -18.
Wong, M.S. (2019), Design science approach to build a customer satisfaction theoretical framework to evaluate e-government services, The Electronic Journal of Information Systems Evaluation, Vol. 22 No. 1, pp. 54-64.
Wood, S., Van Veldhoven, M., Croon, M. and de Menezes, L.M. (2012), Enriched job design, high involvement management and organizational performance: the mediating roles of job satisfaction and well-being, Human Relations, Vol. 65 No. 4, pp. 419 -445.
Sree Lekshmi, S.N. (2020), Analysis of the impact of organisational culture on occupational stress: the role of job satisfaction in IT SMEs in India and the UK, Unpublished PhD Thesis, University of Wales Trinity Saint David.
Wood, S., Ghezzi, V., Barbaranelli, C., Di Tecco, C., Fida, R., Farnese, M.L., Ronchetti, M. and Iavicoli, (2019), Assessing the risk of stress in organizations: getting the measure of organizational- level stressors, Frontiers in Psychology, Vol. 10, p. 2776..
Administração, Estresse, Modelos, Pública.
