Quality standards, implementation autonomy, and citizen satisfaction with public services: cross-national evidence
AffiliationUniv Arizona, Sch Govt
comparative public administration
MetadataShow full item record
PublisherROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
CitationMiyeon 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: 10.1080/14719037.2020.1730939
JournalPUBLIC MANAGEMENT REVIEW
Rights© 2020 Informa UK Limited, trading as Taylor & Francis Group
Collection InformationThis 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 email@example.com.
AbstractThis 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.
Note18 month embargo; published online: 27 February 2020
VersionFinal accepted manuscript