In an attempt to promote service delivery integration and improve interorganizational collaboration, many recent human service delivery initiatives have included the development of interorganizational alliances such as coalitions and coordinating councils. Despite their popularity, little is known about how these alliances influence interorganizational collaboration, specifically the extent to ...

Research shows that nonprofit human service organizations are nimble in times of crisis. The surprising nature the pandemic posed unique challenges to both supply and demand sides sector. One way responded environment was through programming change, including adding new programs, serving populations, discontinuing previous programs. Drawing from a two-wave statewide survey, our results indicate...

As information technology becomes more and more ubiquitous in modern service organizations, decision makers in these organizations need guidance in determining which service offerings should or can be automated, and which should not. This project seeks to provide such guidance, by empirically examining user reactions to both traditional, human-staffed service offerings and newer, automated serv...

This paper presents a definition of service systems that is simple, comprehensive, actionable, and, most of all, differentiates service from product systems. We propose as the defining characteristic of a service system the significant presence of human beings, either as individuals or as organizations, as part of the service system during the time of use. We hypothesize that the main implicati...

Demographic, economic, political, technological, social, cultural, and programmatic forces are changing human services and human service organizations in the 21st century (Cohen & Cohen, 2000). The delivery of human services has been dramatically affected and, in some cases, threatened by significant legislative initiatives, modernization of organizational structures, interagency collaboration ...

Modern IT service provider organizations are under a continuous pressure to increase their competitiveness. Ways to reduce costs while improving performance – in terms of effectiveness, productivity, and quality – of services are a key focus area for companies in the IT industry. The existence of human operators in this industry, although required, may introduce defects in the process. In IT se...