Revisión de la Revista Árabe de Negocios y Gestión

The Role of Rewards in Improving the Performance of Customer Service in Government Sector

Abstract

Hammad Alshammari

This paper is an exploratory study of rewards and performance, and examines the role of rewards on the performance of customer service; (also called front desk officers) in the context of Saudi Arabia government sector using content analysis on the country’s current traditional pay structures. From the review of literature and practices it is observed that the use of performance related incentives (rewards) is more problematic in the public sector than in the private sector. Nevertheless, there have been some degrees of successes even in some developing countries’ civil service in the class of Saudi Arabia. The traditional pay structures for Saudi Arabia government service based on grades and seniority, rather than performance may not produce the required productivity and efficiency. The World Bank has also recognized the problems caused by the traditional model of civil service pay structures, which it sees as central to what it terms as ‘bureaucratic dysfunction”. In view of the notable successes recorded in countries similar to Saudi Arabia in the use of reward for performance scheme, the Kingdom needs to review its current traditional pay structures for the public sector to enhance productivity and efficiency.