Quality standards, implementation autonomy, and citizen satisfaction with public services: cross-national evidence
Name:
PMR_Song,_An,_and_Meier._Quali ...
Embargo:
2021-08-27
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1.039Mb
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Final Accepted Manuscript
Affiliation
Univ Arizona, Sch GovtIssue Date
2020-02-27Keywords
Citizen satisfactionperformance assessment
bureaucratic autonomy
comparative public administration
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ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTDCitation
Miyeon Song, Seung-Ho An & Kenneth J. Meier (2020) Quality standards, implementation autonomy, and citizen satisfaction with public services: cross-national evidence, Public Management Review, DOI: 10.1080/14719037.2020.1730939Journal
PUBLIC MANAGEMENT REVIEWRights
© 2020 Informa UK Limited, trading as Taylor & Francis GroupCollection Information
This item from the UA Faculty Publications collection is made available by the University of Arizona with support from the University of Arizona Libraries. If you have questions, please contact us at repository@u.library.arizona.edu.Abstract
This article investigates whether citizens' evaluations of service performance are related to archival measures of performance, and how institutional context shapes this relationship contingent on administrative autonomy - standards, human resources, and financial autonomy. Using cross-national education data, this study finds that student performance is positively associated with parental evaluations of schools. Perceptions are more closely aligned with performance when agencies have greater autonomy in managing employees, and when national-level bureaucracies set performance standards. This research advances our understanding of the role of administrative autonomy in citizen satisfaction and provides implications for the institutional designs that can benefit performance assessment.Note
18 month embargo; published online: 27 February 2020ISSN
1471-9037EISSN
1471-9045Version
Final accepted manuscriptae974a485f413a2113503eed53cd6c53
10.1080/14719037.2020.1730939