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Measurement of Effectiveness, Efficiency and Quality in Public Sector Services: Interventionist Empirical Investigations

Author

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  • Heli Hookana

    (University of Turku, Finland)

Abstract

This study aims to catch the nature of the discourse of effectiveness, efficiency and quality in the wider context of prevailing ideas about the role of government in the promotion of welfare services, and the bases on which public service organisations can achieve effectiveness and efficiency in delivering services and outcomes of high quality. The study offers three descriptions of efforts for developing the measurement systems in the public sector organizations.

Suggested Citation

  • Heli Hookana, 2011. "Measurement of Effectiveness, Efficiency and Quality in Public Sector Services: Interventionist Empirical Investigations," MIC 2011: Managing Sustainability? Proceedings of the 12th International Conference, Portorož, 23–26 November 2011 [Selected Papers],, University of Primorska, Faculty of Management Koper.
    • Handle: RePEc:mgt:micp11:491-510
    as

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    References listed on IDEAS

    as
    1. Sunil Kumar & Rachita Gulati, 2010. "Measuring efficiency, effectiveness and performance of Indian public sector banks," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 59(1), pages 51-74, January.
    2. Ezzamel, Mahmoud & Bourn, Michael, 1990. "The roles of accounting information systems in an organization experiencing financial crisis," Accounting, Organizations and Society, Elsevier, vol. 15(5), pages 399-424.
    3. Hood, Christopher, 1995. "The "new public management" in the 1980s: Variations on a theme," Accounting, Organizations and Society, Elsevier, vol. 20(2-3), pages 93-109.
    4. Heli Hookana, 2008. "Organisational Culture and the Adoption of New Public-Management Practices," Management, University of Primorska, Faculty of Management Koper, vol. 3(4), pages 309-327.
    5. Lee Parker & Graeme Gould, 1999. "Changing public sector accountability: critiquing new directions," Accounting Forum, Taylor & Francis Journals, vol. 23(2), pages 109-135, June.
    6. Asmild, Mette & Paradi, Joseph C. & Reese, David N. & Tam, Fai, 2007. "Measuring overall efficiency and effectiveness using DEA," European Journal of Operational Research, Elsevier, vol. 178(1), pages 305-321, April.
    7. Sinclair, Amanda, 1995. "The chameleon of accountability: Forms and discourses," Accounting, Organizations and Society, Elsevier, vol. 20(2-3), pages 219-237.
    8. John Burns & Gudrun Baldvinsdottir, 2005. "An institutional perspective of accountants' new roles - the interplay of contradictions and praxis," European Accounting Review, Taylor & Francis Journals, vol. 14(4), pages 725-757.
    9. Hopper, Trevor M., 1980. "Role conflicts of management accountants and their position within organisation structures," Accounting, Organizations and Society, Elsevier, vol. 5(4), pages 401-411, October.
    10. Mouzas, Stefanos, 2006. "Efficiency versus effectiveness in business networks," Journal of Business Research, Elsevier, vol. 59(10-11), pages 1124-1132, October.
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    Cited by:

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