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Draining the judiciary bottleneck: A quasi-experiment in improving a government service

Author

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  • Zuniga, Roy
  • Murillo, Rodrigo

Abstract

This study describes judicial reform as a quasi-experiment. The reform is the deployment and implementation of the GICA-Justicia (Gestión Integral de Calidad y Acreditación: Quality and Accreditation Integral Management) Quality-Management Standard (QMS) within the Second Court of Appeal of Costa Rica's Supreme Court; the reform includes process improvements following the implementation. The study of impact includes a direct comparison to its homologous in Panama's Justice System. The GICA-Justicia emerges in the QMS environment as a process-performance tracking and improvement tool for accreditation of district courts and courts of appeal. This study offers “sui generis state of the art” empirical know-how via the use of an interrupted time series quasi-experiment. This study contributes to literature by unveiling a successful new judicial service improvement design in a Latin-American context.

Suggested Citation

  • Zuniga, Roy & Murillo, Rodrigo, 2014. "Draining the judiciary bottleneck: A quasi-experiment in improving a government service," Journal of Business Research, Elsevier, vol. 67(6), pages 1267-1276.
    • Handle: RePEc:eee:jbrese:v:67:y:2014:i:6:p:1267-1276
    DOI: 10.1016/j.jbusres.2013.04.003
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    References listed on IDEAS

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    1. Kaufmann, Daniel & Kraay, Aart & Mastruzzi, Massimo, 2010. "The worldwide governance indicators : methodology and analytical issues," Policy Research Working Paper Series 5430, The World Bank.
    2. Charles J. Corbett & María J. Montes-Sancho & David A. Kirsch, 2005. "The Financial Impact of ISO 9000 Certification in the United States: An Empirical Analysis," Management Science, INFORMS, vol. 51(7), pages 1046-1059, July.
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    Cited by:

    1. Patrícia Moura e Sá & Maria João Rosa & Gonçalo Santinha & Cátia Valente, 2021. "Quality Assessment of the Services Delivered by a Court, Based on the Perceptions of Users, Magistrates, and Court Officials," Sustainability, MDPI, vol. 13(2), pages 1-16, January.
    2. Ferreira, Cicero, 2018. "Factors Influencing the Performance of Shared Services Centres," OSF Preprints vtbpg, Center for Open Science.
    3. repec:osf:osfxxx:vtbpg_v1 is not listed on IDEAS

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