This article analyzes the use and limitations of nonmonetary contract incentives in managing third-party accountability in human services. In-depth case studies of residential care homes for the elderly and integrated family service centers, two contrasting contracting contexts, were conducted in Hong Kong. These two programs vary in service programmability and service interdependency. In-depth interviews with 17 managers of 48 Residential Care Homes for the Elderly (RCHEs) and 20 managers of 10 Integrated Family Service Centers (IFSCs) were conducted. Interviews with the managers show that when service programmability was high and service interdependency was low, nonmonetary contract incentives such as opportunities for self-actualization professionally or reputation were effective in improving service quality from nonprofit and for-profit contractors. When service programmability was low and service interdependency was high, despite that only nonprofit organizations were contracted, many frontline service managers reported that professional accountability was undermined by ambiguous service scope, performance emphasis on case turnover, risk shift from public service units and a lack of formal accountability relationships between service units in the service network. The findings shed light on the limitations of nonmonetary contract incentives.

The purpose of this study is to investigate customer satisfaction with quality of service known as SERVQUAL improvement or service quality competitiveness in emerging markets. Using Indonesian government medical care as an example the author examines the satisfaction of patients. Information and data were collected through a survey of 399 BPJS users in Indonesia. All data were analyzed using Smart PLS. This study demonstrates that there is a negative value associated with the five-dimensional gap. As a result, the care provided to BPJS patients is below par. Specifically, the sensitivity dimension has the largest disparity at 0.15, while the physical evidence dimension has the smallest at 0.49. In order to raise the level of service provided, it may be necessary to take direct measures or examine tangible evidence. This study develops the relationship between different quality service models. There appears to be a substantial increase in the body of literature in the area of service quality, allowing for constant updates and the incorporation of the lessons learned from the experiences of the departed. These revised guidelines are intended to aid SERVQUAL study participants. The study gives practical support to academics and practitioners in directing service quality improvement through the use of data collected from large-scale surveys of patients and medical professionals as doctors in Indonesia.

Low integrity is a challenge for any organization. However, most organizations emphasize integrity without explaining what is required of an individual with high integrity. Exhibiting high integrity is necessary for academics; yet, the level of academic integrity remains unclear. Therefore, the purpose of this study is to examine the integrity level of academicians in a Malaysian public university. This paper shares the findings on the level of integrity of academics based on a questionnaire completed by 213 academicians. Data were collected by survey questionnaire and was analyzed using descriptive and inferential statistics. An overall mean score of 9.45 from a possible 10.0 indicated a high level of integrity among academics. The self-evaluation results by academics also demonstrated that they have attained integrity at a high level for their generic task, teaching and learning, research and publications and service for community with a mean score between 9.36 and 9.49. The value with the highest mean score was for “service to community”, whereas the lowest was for “research and publication”. These findings show that the university has successfully instilled values of integrity among academicians. Nevertheless, the university must continue to enhance academic integrity by exploring religiosity. Using Google Scholar, a literature search identified an Islam-based academic integrity model to explain the quantitative findings. Finally, a mixed method approach and involving all universities in Malaysia are recommended to further the findings of this study.

From the perspective of urban school symbiosis, examining the relationship between art universities and their respective cities has pointed out new social service paths for the development of art universities. This article summarizes the characteristics of art universities serving society in the context of urban school symbiosis, which helps to better understand the important role of art universities in serving society and provides theoretical reference for the specific practice of art universities serving society; Summarizing and summarizing the development path of art universities serving society under the background of urban school symbiosis can help better play the role of art universities in serving society and improve their effectiveness in serving society.