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New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges

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  • Andreas Kakouris
  • Elina Meliou

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  • Andreas Kakouris & Elina Meliou, 2011. "New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges," Public Organization Review, Springer, vol. 11(4), pages 351-369, December.
    • Handle: RePEc:kap:porgrv:v:11:y:2011:i:4:p:351-369
    DOI: 10.1007/s11115-010-0134-3
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    References listed on IDEAS

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    1. Kirchler, Erich & Niemirowski, Apolonia & Wearing, Alexander, 2006. "Shared subjective views, intent to cooperate and tax compliance: Similarities between Australian taxpayers and tax officers," Journal of Economic Psychology, Elsevier, vol. 27(4), pages 502-517, August.
    2. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    3. William Dunn & David Miller, 2007. "A Critique of the New Public Management and the Neo-Weberian State: Advancing a Critical Theory of Administrative Reform," Public Organization Review, Springer, vol. 7(4), pages 345-358, December.
    4. Gregg G. Van Ryzin, 2004. "Expectations, performance, and citizen satisfaction with urban services," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 23(3), pages 433-448.
    5. Schick, Allen, 1998. "Why Most Developing Countries Should Not Try New Zealand's Reforms," The World Bank Research Observer, World Bank, vol. 13(1), pages 123-131, February.
    6. David Farnham & Annie Hondeghem & Sylvia Horton, 2005. "Staff Participation and Public Management Reform," Palgrave Macmillan Books, Palgrave Macmillan, number 978-0-230-37861-2.
    7. Peter, J Paul & Churchill, Gilbert A, Jr & Brown, Tom J, 1993. "Caution in the Use of Difference Scores in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(4), pages 655-662, March.
    8. Scott E. Sampson & MICHAEL J. SHOWALTER, 1999. "The Performance-Importance Response Function: Observations and Implications," The Service Industries Journal, Taylor & Francis Journals, vol. 19(3), pages 1-25, July.
    9. Kassim, Norizan Mohd & Bojei, Jamil, 2002. "Service quality: gaps in the Malaysian telemarketing industry," Journal of Business Research, Elsevier, vol. 55(10), pages 845-852, October.
    10. Pollitt, Christopher & Bouckaert, Geert, 2004. "Public Management Reform: A Comparative Analysis," OUP Catalogue, Oxford University Press, edition 2, number 9780199268498.
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    Cited by:

    1. Houda El Mohafidi & Khaddouj Karim, 2023. "The relation of the new public management perspectives to service quality within public establishments and enterprises: A theoretical approach," Post-Print hal-04156099, HAL.
    2. Kontogeorgos, Achilleas & Tselempis, Dimitios & Karipidis, Philippos, 2014. "Young Farmers' Perceived Service Quality of the Greek Ministry of Agriculture: A SERVQUAL Approach," Agricultural Economics Review, Greek Association of Agricultural Economists, vol. 15(1), pages 1-12.

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