3.3 Selected Theories
3.3.2 Core-Value Theory
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receiving water. Sudharani et al (2012: 408) enhance this view by stating that citizens’
experiences and perceptions of public services always remain significant in satisfying them. This helps in the development and implementation of service models and in the setting up of proper monitoring and evaluation instruments of service delivery. It is important for the purpose of this study, therefore, to measure the perceptions and expectations of the customers/citizens of Johanna/Boxwood Road Informal Settlement in relation to the way in which water services are delivered by eThekwini Municipality.
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delivers below expectation. Phiri et al (2013: 96) offer a response that emotions of disappointment and regret are an instant effect when delivery of any government service falls below the previously held expectations. This is certainly true for the delivery of water services by eThekwini Municipality, which is expected to fulfil the mandate of satisfying the needs of its citizens. Citizens expect water services to be delivered correctly the first time they have dealings with their service provider.
Within the core-value theory scenario, citizens expect greater reliability with regard to water- service delivery by eThekwini Municipality within the promised time. Of importance is that citizens expect government employees to be able to deliver a first-class public service with reliability and efficiency (Saleh et al, 2014: 14). The Core-Value Theory entitles all citizens to a government characterised by a courteous, and timely service-delivery ability, without being selective in its efforts. If government responds positively, it has succeeded in demonstrating its reliability to its citizenry, and the element of trust grows stronger. This fosters a customer-driven government organisation.
Musaba et al (2014: 535) define responsiveness as the willingness to assist customers, and preparedness to provide a prompt, efficient service. In the case of government, citizens have a fair amount of expectation, demanding that services be delivered by government employees to the highest degree of quality. People expect to be served by competent public officials who will be responsive to their needs and will be knowledgeable when responding to their questions.
Citizens view this as government employees being willing to help them and as their being attentive to individual needs. The neo-classical theorist, Mary-Parker Follett, supports this assertion in her ideas expressing the law of the situation. Follett (1926) as cited by Peters et al (2007: 354), believes that orders are best implemented when they are circular. Follett believes that work flows smoothly when both the leaders and followers see themselves as taking orders from the law of the situation; and not when the leaders think of themselves as giving orders. The argument advanced by Follett is that it cannot be a matter of government imposing itself on its citizens: government must equally expect to be told by the citizens of their needs, responding to them. Follett’s law of the situation states that situations, not people, give the orders. In the context of this study, South African citizens expect to be provided with water services; they have to be consulted by their government on how to be served satisfactorily.
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However, Phiri et al (2013: 96) argue that citizens have the propensity of sharing their negative experiences with their social networks when they are not satisfied with any service. It is therefore important to be responsive to the service-delivery needs of the citizens such as providing water.
It becomes imperative for institutions to serve all stakeholders equally and without any bias (United Nations, 2007: 9). The issue of responsiveness is further raised in Section 195 (1) (d) Chapter 10 of the RSA Constitution of 1996, which stresses the provision of services impartially, fairly, equitably, and without any bias. To be able to achieve this requires both public administrators and politicians to conduct their service-delivery activities deploying the highest degree of ethical values.
On the other hand, assurance is defined as the knowledge and courtesy of employees, and their ability to inspire trust and confidence. This is one of the most important constructs. Employees are expected to display the knowledge, both generally and technically, of any institution in which they serve. In this study, the citizens of eThekwini Municipality expect municipal staff to be knowledgeable and to be expert in the delivery of water services. This helps community members improve their lifestyle. People therefore need to be assured of courteous support from staff. In so doing, staff earn the trust of the citizens.
The White Paper on Transforming Public Service Delivery (1997: 9) is emphatic in stating that public servants must be courteous when serving fellow citizens, serving them to highest degree of excellent standards. The above-mentioned White Paper further states that public servants must be genuine and honest when serving the citizens. In line with this research, assurance as a construct is critical in analysing whether the citizens are being provided by bureaucrats with the treatment they deserve. It must be emphasised that, in the course of discharging its assignments, government cannot renege on its commitment to assurance as a service quality (Phiri et al, 2013:
101). This emphasis is best represented by Figure 3.1 below, depicting that the customer remains central; as he or she expects personal needs to be fulfilled in terms of the expectation-perception and core-value theories. Likewise, it is essential to be conscientious in applying the values of greater responsiveness, empathy, reassurance, and reliability vis-à-vis the customer when delivering services.
55 Figure 3.1: Customers’/Citizens Map
Source: Researcher, 2015
The above figure depicts the view that the customer or citizen remains the central person for whom services have to be delivered. Related to the study, the two theories imply that the customers/citizens have expectations to be served with quality and should have timely services delivered to them, and that their expectations have to be met by their service provider/s (Musaba et al, 2014: 535). The customers/citizens always have their own perceptions about the type of service they expect. The perceptions can either be negative or positive. They are deemed positive when customers/ citizens are satisfied. On the other hand, they are seen to be negative when the provider has failed to meet their expectations, such as providing them with water. As such, government provides services for its citizens as they are the recipients thereof, and they must be satisfied. Government derives its mandate when voted to power by its citizens. There is therefore an obligation to fulfil its mandate, meeting the needs and the expectations of the citizenry. In line with this assertion, citizens expect service quality which service institutions or government offer to meet their expectations; citizens having perceptions of the performance of the institutions/government providing the services. It therefore appears that citizens use their expectations to predict the type of service they should receive in transactions from their government. In the course of discharging its tasks and responsibilities, quality of service remains fundamental for government. Should citizens feel that government cares for them, they tend to give their full support to it, voting for it.
3.4 Application of Expectation-Perception And Core-Value Theories on Public