The Mechanisms Behind the Effects of Organisational Centralisation on Public Service Motivation: The Case of The Dutch Ministry of Foreign Affairs’ 24/7 Contact Centre

Purpose: This thesis aims to understand the causal mechanistic relationship between organisational centralisation and Public Service Motivation (PSM). It tests and explains one existing causal mechanism based on PSM theory and explores an alternative causal mechanism based on the logic of Self-Determination Theory (SDT). Design and methodology: This qualitative, single-case deductive study includes some explorative elements to explain and probe causal mechanisms. Nine semi-structured interviews provide the data which this study transcribed, coded, and analysed. Findings: The results find that organisational centralisation indeed creates stark hierarchical structures and a certain degree of autonomy loss for individual employees. This negatively impacts PSM. However, centralisation of more services in organisations such as contact centres also makes their job more varied and rewarding due to direct contact with service beneficiaries and therefore satisfies four basic universal...Show morePurpose: This thesis aims to understand the causal mechanistic relationship between organisational centralisation and Public Service Motivation (PSM). It tests and explains one existing causal mechanism based on PSM theory and explores an alternative causal mechanism based on the logic of Self-Determination Theory (SDT). Design and methodology: This qualitative, single-case deductive study includes some explorative elements to explain and probe causal mechanisms. Nine semi-structured interviews provide the data which this study transcribed, coded, and analysed. Findings: The results find that organisational centralisation indeed creates stark hierarchical structures and a certain degree of autonomy loss for individual employees. This negatively impacts PSM. However, centralisation of more services in organisations such as contact centres also makes their job more varied and rewarding due to direct contact with service beneficiaries and therefore satisfies four basic universal psychological needs. In turn, this positively impacts employee motivation (PSM). Originality/value: Although not a first, this thesis brings the PSM and SDT literature closer by using the latter as a logic through which the effects of an independent variable (organisational centralisation) on the former can be explained. Furthermore, organisational centralisation has barely been studied alone as an antecedent of PSM. This thesis also shifts the continued focus from quantitative PSM studies to qualitative research. Thusly advancing the internal validity of the theory and passed research. Practical implications: The findings are especially relevant for foreign affairs ministries wishing to establish a 24/7 contact centre resembling that of the Netherlands. Centralised provision of consular and other information can be excellent for providing uniform and high-quality information to people abroad. Moreover, since good public service depends on the motivation of public employees, centralised or centralising (public) organisations should balance hierarchy creation whilst maintaining high levels of employee need satisfaction.Show less

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The Mechanisms Behind the Effects of Organisational Centralisation on Public Service Motivation: The Case of The Dutch Ministry of Foreign Affairs’ 24/7 Contact Centre