The impacts of leadership in the quality of municipal public services: case study of a portuguese municipal council
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Published
18-09-2018
Orlando Manuel Martins Marques de Lima Rua
Abstract
The present research work, based on some of the components of the Common Assessment Framework, sets to analyse the influence held by leadership in specific factors that constitute the organisational climate, and also the impact that these factors have on the quality of municipal public services.
For the purposes of this study, we propose Likert's exploitative autocratic and participative leadership styles to explain the genesis, structure and workflow. As far as the organisational climate is concerned, the variables used are motivation, satisfaction, empowerment, conflict and stress.
The main conclusions that arose was that a participative leader confers higher relevance to the quality of service, through motivation, satisfaction, empowerment and human resources positive results, than an exploitative autocratic leader. Performed contributions are based on the empiric research hereby presented, and new research guidelines are proposed.
The research methodology used was qualitative, based on the case study.
How to Cite
Martins Marques de Lima Rua, O. M. (2018). The impacts of leadership in the quality of municipal public services: case study of a portuguese municipal council. Cuadernos De Gestión, 12(2), 131–147. https://doi.org/10.5295/cdg.110287om
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Keywords
Leadership, organizational climate, public service quality, case studies
References
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CHRISTIAN, E. (2002): “Common Assessement Framework: The sate of affairs”, Eipascope, n. 1, pp. 35-39.
COOPER, C.; DEWE, P; O’DRISCOLL, M. (2001): Organizational stress: a review and critique of theory, research, and applications. London: Sage.
CORTE-REAL, I. (1995): Cidadão, Administração e Poder. II Vol. Amadora.
DAVIS, K.; NEWTROM, J. (1999): Comportamiento humano en el trabajo. McGraw Hill. México.
DEEGAN, C.; GORDON, B. (1996): “A study of the environmental disclosure practices of Australian corporations”, Accounting and Business Research, vol. 26, n. 3, pp. 187-99.
DE DREU, C; WEINGART, L. (2003): “Task versus relationship conflict, team performance and team member satisfaction: a meta analysis”, Journal of Applied Psychology, vol. 88, n. 4, pp. 741-749.
DE JONGE, J., DORMANN, C., JANSSEN, P.; DOLLARD, M.; LANDEWEERD, J.; NIJHUIS, F. (2001): “Testing reciprocal relationships between job characteristics and psychological wellbeing: a cross-lagged structural equation model”, Journal of Occupational and Organizational Psychology, vol. 74, pp. 29-46.
DENNY, T. (1978): Storytelling and educational understanding, adress delibered at national meeting of International Reading Association. Houston, Texas. In Rodriguez et al. (1996).
DGAEP (2007): Estrutura Comum de Avaliação (CAF). Direcção-Geral da Administração e do Emprego Público, Março, Lisboa.
DOMÍNGUEZ, B. (1999): “El estrés en la sociedad urbana”, Revista Adminístrate Hoy, n. 66. pp. 40-42.
EISENHARDT, K. (1989): “Building theories from case study research”. Academy of Management Review, vol. 4, n. 4, pp. 532-550.
ESCOT, C.; ARTERO, S.; GANDUBERT, C.; BOUCANGER, J. (2001): “Stress levels in nursing staff working oncology”, Journal of the International Society for the Investigation of Stress, vol. 17, pp. 237-279.
ESKILDSEN, J; KRISTENSEN, K.; WESTLUND, A. (2003): “Work motivation and job satisfaction in the Nordic countries”, Employee Relations, vol. 26, n. 2, pp. 122-136
FERNANDEZ, S. (2005): “Developing and Testing an Integrative Framework of Public Sector Leadership: Evidence from the Public Education Arena”, Journal of Public Administration Research Theory, 15 (2), pp. 197-217.
FREITAS DO AMARAL, D. (1994): Curso de Direito Administrativo. vol. I, 2.ª Edição, Livraria Almedina, Coimbra.
GREASLEY, K.; BRYMAN, A.; DAINTY, A.; PRICE, A.; SOETANTO, R.; KING, N. (2005): “Employee perceptions of empowerment”, Employee Relations, vol. 27, n. 4, pp. 354-368.
GUMMESSON, E. (2000): Qualitative Methods in Management Research. Sage Publications, Newbury Park, California.
GUMMESSON, E. (2003): “All Research is Interpretative!”, Journal of Business & Industrial Marketing, vol. 18, n. 6/7, pp. 482-492.
HACKSTON, D.; MILNE, M. (1996): “Some determinants of social and environmental disclosures in New Zealand companies”, Accounting, Auditing and Accountability Journal, vol. 9, n. 1, pp. 77-108.
HOOIJBERG, R. AND CHOI, J. (2001): “The impact of organizational characteristics on leadership effectiveness models: An examination of leadership in a private and a public sector organization”, Administration & Society, vol. 33, n. 4, pp. 403-431.
INGRAHAM, P. W. (2001): Linking leadership to performance in public organizations. Organization for Economic Co-Operation and Development, Paris.
JOHNSON, Y. (2002): “Empowerment”. [On-line]: http://www.gestiopolis.com/recursos/documentos/fulldocs/rrhh/empowerment.htm
JUNG, D. I.; CHOW, C.; AND WU, A. (2003): “The role of transformational leadership in enhancing organizational innovation: Hypotheses and some preliminary findings”, The Leadership Quarterly, vol. 14, pp. 525–544.
KATZ, D. and KAHN, R. L. (1978): The Social Psychology of Organization. 2.ª edição, Wiley, New York.
KRIPPENDORFF, K. (1980): Content Analysis: An introduction to its methodology. Sage, Beverly Hills, CA.
LIKERT, R. (1967): The Human Organization: Its management and value. McGraw-Hill, New York.
LIKERT, R. (1971): Novos Padrões de Administração. Pioneira Editora, Brasil.
MÁRQUEZ PÉREZ, M. (2001): “Satisfacción laboral”. [On-line]: http://www.gestiopolis.com/recursos/documentos/fulldocs/rrhh/satlab.htm
MASLACH, C.; SCHAUFELI, W.; LEITER, M. (2001): “Job burnout”, Annual Review of Psychology, vol. 52, pp. 397-422.
MILES, M.; HUBERMAN, A. (1994): Qualitative Data Analysis. 2.nd Ed. Beverly Hills, Sage.
MOYNIHAN, D. P.; INGRAHAM, P. W. (2004): “Integrative Leadership in the Public Sector : A Model of Performance-Information Use”, Administration & Society, 36, p. 427.
PARIKH, P.; TAUKARI, A.; BHATTACHARYA, T. (2004): “Occupational stress and coping among nurses”, Journal of Health Management, vol. 6, pp. 115-127.
PATTON, M. (1990): Qualitative Evaluation and Research Methods. Newbury Park, CA, Sage.
PONCE DE LEÓN, J. (1997): “Energía, cansancio, fatiga y estrés. Cápsulas del médico para la empresa”. Revista Adminístrate Hoy, n. 43, pp. 38-42.
PSOINOS, A; SMITHSON, S. (2002), ‘‘Employee empowerment in manufacturing: a study of organisations in the UK’’, New Technology, Work and Employment, vol. 17, n. 2, pp. 132-48.
RAHIM, M.; ANTONIONI, D.; KRUMOV, K.; ILIEVA, S. (2000): “Power, conflict and effectiviness: a cross-cultural study in the United States and Bulgaria”, European Psychologist, vol. 5, n. 1, pp. 28-33.
RAMOS, J. (1999): “Manejo productivo del estrés en las empresas”. Revista Adminístrate Hoy, n. 68, pp. 42-44.
RIALP, A. (1998): “El método del caso como técnica de investigación y su aplicación al estudio de la función directiva”, Paper presentado no IV Taller de Metodología ACEDE, 23-25 de Abril, Arnedillo, La Rioja.
ROBBINS, S. (1999): Comportamiento Organizacional. 8th. Pearson Prentice-Hall. México.
ROGG, K. L; SCHMIDT, D. B; SHULL, C.; AND SCHMITT, N. (2001): “Human resource practices, organizational climate, and customer satisfaction”, Journal of Management, 27, pp. 431–449.
RUA, O. (2005): Implicações do clima organizacional na qualidade dos serviços públicos autárquicos segundo o desenvolvimento do modelo da estrutura comum de avaliação: Estudo do caso da Câmara Municipal de Vila Nova de Gaia (Portugal). Diploma de Estudios Avanzados (Tesina), Universidad de La Rioja, Septiembre, Logroño.
RUA, O. (2009): Implicaciones del liderazgo e del clima organizacional en la calidad de los servicios públicos municipales: Estudio del caso del Ayuntamiento de la Póvoa de Varzim (Portugal). Tesis Doctoral, Universidad de La Rioja, Septiembre, Logroño.
RUA, O. and GONZÁLEZ MENORCA, L. (2006): “Implicações do clima organizacional na qualidade dos serviços públicos autárquicos segundo o desenvolvimento do modelo da estrutura comum de avaliação: Estudo do caso da Câmara Municipal de Vila Nova de Gaia (Portugal)”, Actas das XVI Jornadas Luso-Espanholas de Gestão Científica “Inovação e Empreendedorismo para o Séc. XXI, Universidade de Évora, Évora, pp. 125-136.
SCHNEIDER, B. (1975): “Organizational climate: An essay”, Personnel Psychology, n. 28, pp. 447-479.
SILVA, J. O. (2001): Por uma Administração Pública Melhor. Instituto Nacional de Administração e Gestão. Gabinete da Secretária de Estado da Administração Pública: 14 e 15 de Junho. Lisboa.
SMA (2000): Estrutura comum de avaliação da qualidade das Administrações Públicas da U.E. Secretariado para a Modernização Administrativa. Novembro. Lisboa.
SMA (2001): Ofício circular n.º 9/2001 SMA, de 14 de Maio. Ministério da Reforma do Estado e da Administração Pública. Lisboa.
SOUSA FRANCO, A. L. (1987): Finanças Públicas e Direito Financeiro, Coimbra.
TEIXEIRA, S. (1998): Gestão das Organizações. Editora McGraw-Hill de Portugal, Lda. Lisboa.
VALDEZ, F. J. (1998): “La agresión, los problemas y el conflicto”, Revista Adminístrate Hoy, n. 45, pp. 44-46.
VAN WART, M. (2003): “Public-sector leadership theory: An assessment”, Public Administration Review, March/April, vol. 63, n. 2, pp. 214-228.
WATKIN, C; HUBBARD, B. (2003): “Leadership motivation and the drivers of share price: the business case for measuring organizational climate”, Leadership & Organization Development Journal, vol. 24, n. 7, pp. 380-386.
YIN, R. (1993): Applications of Case Study Research. Beverly Hills, Sage.
YIN, R. (1994): Case Study Research: Design and Methods. 2.nd Ed. Sage.
YUKL, G. (2002): Leadership in Organizations. 5th Edition. Prentice-Hall, Upper Saddle River.
ZEGHAL, D. AND AHMED, S. A. (1990): “Comparison of social responsibility information disclosure media used by Canadian firms”, Accounting, Auditing and Accountability Journal, vol.3, n. 1, pp. 39-53.
CHRISTIAN, E. (2002): “Common Assessement Framework: The sate of affairs”, Eipascope, n. 1, pp. 35-39.
COOPER, C.; DEWE, P; O’DRISCOLL, M. (2001): Organizational stress: a review and critique of theory, research, and applications. London: Sage.
CORTE-REAL, I. (1995): Cidadão, Administração e Poder. II Vol. Amadora.
DAVIS, K.; NEWTROM, J. (1999): Comportamiento humano en el trabajo. McGraw Hill. México.
DEEGAN, C.; GORDON, B. (1996): “A study of the environmental disclosure practices of Australian corporations”, Accounting and Business Research, vol. 26, n. 3, pp. 187-99.
DE DREU, C; WEINGART, L. (2003): “Task versus relationship conflict, team performance and team member satisfaction: a meta analysis”, Journal of Applied Psychology, vol. 88, n. 4, pp. 741-749.
DE JONGE, J., DORMANN, C., JANSSEN, P.; DOLLARD, M.; LANDEWEERD, J.; NIJHUIS, F. (2001): “Testing reciprocal relationships between job characteristics and psychological wellbeing: a cross-lagged structural equation model”, Journal of Occupational and Organizational Psychology, vol. 74, pp. 29-46.
DENNY, T. (1978): Storytelling and educational understanding, adress delibered at national meeting of International Reading Association. Houston, Texas. In Rodriguez et al. (1996).
DGAEP (2007): Estrutura Comum de Avaliação (CAF). Direcção-Geral da Administração e do Emprego Público, Março, Lisboa.
DOMÍNGUEZ, B. (1999): “El estrés en la sociedad urbana”, Revista Adminístrate Hoy, n. 66. pp. 40-42.
EISENHARDT, K. (1989): “Building theories from case study research”. Academy of Management Review, vol. 4, n. 4, pp. 532-550.
ESCOT, C.; ARTERO, S.; GANDUBERT, C.; BOUCANGER, J. (2001): “Stress levels in nursing staff working oncology”, Journal of the International Society for the Investigation of Stress, vol. 17, pp. 237-279.
ESKILDSEN, J; KRISTENSEN, K.; WESTLUND, A. (2003): “Work motivation and job satisfaction in the Nordic countries”, Employee Relations, vol. 26, n. 2, pp. 122-136
FERNANDEZ, S. (2005): “Developing and Testing an Integrative Framework of Public Sector Leadership: Evidence from the Public Education Arena”, Journal of Public Administration Research Theory, 15 (2), pp. 197-217.
FREITAS DO AMARAL, D. (1994): Curso de Direito Administrativo. vol. I, 2.ª Edição, Livraria Almedina, Coimbra.
GREASLEY, K.; BRYMAN, A.; DAINTY, A.; PRICE, A.; SOETANTO, R.; KING, N. (2005): “Employee perceptions of empowerment”, Employee Relations, vol. 27, n. 4, pp. 354-368.
GUMMESSON, E. (2000): Qualitative Methods in Management Research. Sage Publications, Newbury Park, California.
GUMMESSON, E. (2003): “All Research is Interpretative!”, Journal of Business & Industrial Marketing, vol. 18, n. 6/7, pp. 482-492.
HACKSTON, D.; MILNE, M. (1996): “Some determinants of social and environmental disclosures in New Zealand companies”, Accounting, Auditing and Accountability Journal, vol. 9, n. 1, pp. 77-108.
HOOIJBERG, R. AND CHOI, J. (2001): “The impact of organizational characteristics on leadership effectiveness models: An examination of leadership in a private and a public sector organization”, Administration & Society, vol. 33, n. 4, pp. 403-431.
INGRAHAM, P. W. (2001): Linking leadership to performance in public organizations. Organization for Economic Co-Operation and Development, Paris.
JOHNSON, Y. (2002): “Empowerment”. [On-line]: http://www.gestiopolis.com/recursos/documentos/fulldocs/rrhh/empowerment.htm
JUNG, D. I.; CHOW, C.; AND WU, A. (2003): “The role of transformational leadership in enhancing organizational innovation: Hypotheses and some preliminary findings”, The Leadership Quarterly, vol. 14, pp. 525–544.
KATZ, D. and KAHN, R. L. (1978): The Social Psychology of Organization. 2.ª edição, Wiley, New York.
KRIPPENDORFF, K. (1980): Content Analysis: An introduction to its methodology. Sage, Beverly Hills, CA.
LIKERT, R. (1967): The Human Organization: Its management and value. McGraw-Hill, New York.
LIKERT, R. (1971): Novos Padrões de Administração. Pioneira Editora, Brasil.
MÁRQUEZ PÉREZ, M. (2001): “Satisfacción laboral”. [On-line]: http://www.gestiopolis.com/recursos/documentos/fulldocs/rrhh/satlab.htm
MASLACH, C.; SCHAUFELI, W.; LEITER, M. (2001): “Job burnout”, Annual Review of Psychology, vol. 52, pp. 397-422.
MILES, M.; HUBERMAN, A. (1994): Qualitative Data Analysis. 2.nd Ed. Beverly Hills, Sage.
MOYNIHAN, D. P.; INGRAHAM, P. W. (2004): “Integrative Leadership in the Public Sector : A Model of Performance-Information Use”, Administration & Society, 36, p. 427.
PARIKH, P.; TAUKARI, A.; BHATTACHARYA, T. (2004): “Occupational stress and coping among nurses”, Journal of Health Management, vol. 6, pp. 115-127.
PATTON, M. (1990): Qualitative Evaluation and Research Methods. Newbury Park, CA, Sage.
PONCE DE LEÓN, J. (1997): “Energía, cansancio, fatiga y estrés. Cápsulas del médico para la empresa”. Revista Adminístrate Hoy, n. 43, pp. 38-42.
PSOINOS, A; SMITHSON, S. (2002), ‘‘Employee empowerment in manufacturing: a study of organisations in the UK’’, New Technology, Work and Employment, vol. 17, n. 2, pp. 132-48.
RAHIM, M.; ANTONIONI, D.; KRUMOV, K.; ILIEVA, S. (2000): “Power, conflict and effectiviness: a cross-cultural study in the United States and Bulgaria”, European Psychologist, vol. 5, n. 1, pp. 28-33.
RAMOS, J. (1999): “Manejo productivo del estrés en las empresas”. Revista Adminístrate Hoy, n. 68, pp. 42-44.
RIALP, A. (1998): “El método del caso como técnica de investigación y su aplicación al estudio de la función directiva”, Paper presentado no IV Taller de Metodología ACEDE, 23-25 de Abril, Arnedillo, La Rioja.
ROBBINS, S. (1999): Comportamiento Organizacional. 8th. Pearson Prentice-Hall. México.
ROGG, K. L; SCHMIDT, D. B; SHULL, C.; AND SCHMITT, N. (2001): “Human resource practices, organizational climate, and customer satisfaction”, Journal of Management, 27, pp. 431–449.
RUA, O. (2005): Implicações do clima organizacional na qualidade dos serviços públicos autárquicos segundo o desenvolvimento do modelo da estrutura comum de avaliação: Estudo do caso da Câmara Municipal de Vila Nova de Gaia (Portugal). Diploma de Estudios Avanzados (Tesina), Universidad de La Rioja, Septiembre, Logroño.
RUA, O. (2009): Implicaciones del liderazgo e del clima organizacional en la calidad de los servicios públicos municipales: Estudio del caso del Ayuntamiento de la Póvoa de Varzim (Portugal). Tesis Doctoral, Universidad de La Rioja, Septiembre, Logroño.
RUA, O. and GONZÁLEZ MENORCA, L. (2006): “Implicações do clima organizacional na qualidade dos serviços públicos autárquicos segundo o desenvolvimento do modelo da estrutura comum de avaliação: Estudo do caso da Câmara Municipal de Vila Nova de Gaia (Portugal)”, Actas das XVI Jornadas Luso-Espanholas de Gestão Científica “Inovação e Empreendedorismo para o Séc. XXI, Universidade de Évora, Évora, pp. 125-136.
SCHNEIDER, B. (1975): “Organizational climate: An essay”, Personnel Psychology, n. 28, pp. 447-479.
SILVA, J. O. (2001): Por uma Administração Pública Melhor. Instituto Nacional de Administração e Gestão. Gabinete da Secretária de Estado da Administração Pública: 14 e 15 de Junho. Lisboa.
SMA (2000): Estrutura comum de avaliação da qualidade das Administrações Públicas da U.E. Secretariado para a Modernização Administrativa. Novembro. Lisboa.
SMA (2001): Ofício circular n.º 9/2001 SMA, de 14 de Maio. Ministério da Reforma do Estado e da Administração Pública. Lisboa.
SOUSA FRANCO, A. L. (1987): Finanças Públicas e Direito Financeiro, Coimbra.
TEIXEIRA, S. (1998): Gestão das Organizações. Editora McGraw-Hill de Portugal, Lda. Lisboa.
VALDEZ, F. J. (1998): “La agresión, los problemas y el conflicto”, Revista Adminístrate Hoy, n. 45, pp. 44-46.
VAN WART, M. (2003): “Public-sector leadership theory: An assessment”, Public Administration Review, March/April, vol. 63, n. 2, pp. 214-228.
WATKIN, C; HUBBARD, B. (2003): “Leadership motivation and the drivers of share price: the business case for measuring organizational climate”, Leadership & Organization Development Journal, vol. 24, n. 7, pp. 380-386.
YIN, R. (1993): Applications of Case Study Research. Beverly Hills, Sage.
YIN, R. (1994): Case Study Research: Design and Methods. 2.nd Ed. Sage.
YUKL, G. (2002): Leadership in Organizations. 5th Edition. Prentice-Hall, Upper Saddle River.
ZEGHAL, D. AND AHMED, S. A. (1990): “Comparison of social responsibility information disclosure media used by Canadian firms”, Accounting, Auditing and Accountability Journal, vol.3, n. 1, pp. 39-53.
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