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Performance measurement, cognitive dissonance and coping strategies: exploring individual responses to NPM-inspired output control

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  • Berend van der Kolk

    (IE University)

  • Wesley Kaufmann

    (Tilburg University)

Abstract

The potential of increasing effectiveness and efficiency via performance measurement practices seems clear for scholars and practitioners alike. At the same time, it is often argued that quantitative performance measures fail to do justice to the complex environment of public sector organizations. This paper takes a first step toward incorporating and operationalizing cognitive dissonance theory to make sense of the different beliefs that public workers hold regarding performance measurement practices that are inspired by the New Public Management movement. We analyze a dataset of 34 interviews with employees working in policy departments, and we identify various indications of cognitive dissonance regarding the use of performance measurement at the individual level. Furthermore, we find that employees aim to reduce this dissonance by changing their behavior and by avoiding tasks that do not yield quantifiable results. This paper contributes to the management control literature by exploring how individuals with complex tasks respond to performance measurement practices.

Suggested Citation

  • Berend van der Kolk & Wesley Kaufmann, 2018. "Performance measurement, cognitive dissonance and coping strategies: exploring individual responses to NPM-inspired output control," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 29(2), pages 93-113, August.
    • Handle: RePEc:spr:jmgtco:v:29:y:2018:i:2:d:10.1007_s00187-018-0265-1
    DOI: 10.1007/s00187-018-0265-1
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    Cited by:

    1. Hinrika Droege & Andrea Raggi & Tomás B. Ramos, 2021. "Overcoming Current Challenges for Circular Economy Assessment Implementation in Public Sector Organisations," Sustainability, MDPI, vol. 13(3), pages 1-22, January.
    2. Kaveh Asiaei & Nick Bontis & Omid Barani & Ruzita Jusoh, 2021. "Corporate social responsibility and sustainability performance measurement systems: implications for organizational performance," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 32(1), pages 85-126, March.
    3. Thuy-Van Tran & Sinikka Lepistö & Janne Järvinen, 2021. "The relationship between subjectivity in managerial performance evaluation and the three dimensions of justice perception," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 32(3), pages 369-399, September.
    4. Paula M. G. Veen-Dirks & Marijke C. Leliveld & Wesley Kaufmann, 2021. "The effect of enabling versus coercive performance measurement systems on procedural fairness and red tape," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 32(2), pages 269-294, June.
    5. Carl Deschamps, 2019. "Stages of management control in a large public organization: from top to frontline managers," Journal of Management Control: Zeitschrift für Planung und Unternehmenssteuerung, Springer, vol. 30(2), pages 153-184, July.

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    More about this item

    Keywords

    Performance measurement; Cognitive dissonance; Psychology; NPM; Coping;
    All these keywords.

    JEL classification:

    • M19 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Other
    • M40 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting - - - General
    • M41 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting - - - Accounting
    • M48 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Accounting - - - Government Policy and Regulation
    • H83 - Public Economics - - Miscellaneous Issues - - - Public Administration

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