Examining accession and retention and the role of relationship marketing in public service organizations: three studies
Employee accession and retention are important topics, particularly in post-industrial countries like the United States, where service-based organizations are a large segment of the overall market.
Those in the services industry rely on talented employees to bolster their brand image and market value by providing exceptional service and creating exciting innovations.
Despite the plethora of studies regarding employee accession and retention, very few studies
have examined which service competencies and service inclinations are essential for high quality public
servants. Public servants are employees of governmental and non-governmental organizations whose
jobs involve a high level of personal risk. For example, the military services of the Department of Defense
(i.e., the Army, Navy, Marines, and Air Force), Doctors Without Borders, the Red Cross, and the World
Health Organization are all public service organizations that operate in hostile environments. For these
organizations, performance quality is a matter of life and death, and poor performance in particular can
have far-reaching political, social, and economic effects.