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    Quality standards, implementation autonomy, and citizen satisfaction with public services: cross-national evidence

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    Name:
    PMR_Song,_An,_and_Meier._Quali ...
    Embargo:
    2021-08-27
    Size:
    1.039Mb
    Format:
    PDF
    Description:
    Final Accepted Manuscript
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    Author
    Song, Miyeon
    An, Seung-Ho
    Meier, Kenneth J.
    Affiliation
    Univ Arizona, Sch Govt
    Issue Date
    2020-02-27
    Keywords
    Citizen satisfaction
    performance assessment
    bureaucratic autonomy
    comparative public administration
    
    Metadata
    Show full item record
    Publisher
    ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
    Citation
    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: 10.1080/14719037.2020.1730939
    Journal
    PUBLIC MANAGEMENT REVIEW
    Rights
    © 2020 Informa UK Limited, trading as Taylor & Francis Group
    Collection 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 2020
    ISSN
    1471-9037
    EISSN
    1471-9045
    DOI
    10.1080/14719037.2020.1730939
    Version
    Final accepted manuscript
    ae974a485f413a2113503eed53cd6c53
    10.1080/14719037.2020.1730939
    Scopus Count
    Collections
    UA Faculty Publications

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