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Improving performance in for-profit contracts: a study of buyer-seller communication and red tape

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  • Kathleen Welsh VOGES

    (Texas A&M University-San Antonio, San Antonio, United States of America)

Abstract

The use of for-profit contracts remains a popular privatization choice for public sector organizations in the United States. However, challenges with quality service delivery ensue prompting a better understanding of how best to deliver services. Based on the results of a study of 58 buyer (public sector)-seller (private for-profit sector) dyads, the findings suggest that the seller’s level of communication quality is positively related to end-user consumer’s level of customer satisfaction. However, the presence of red tape in the seller’s organization has a moderating and negative impact. Discussion of the findings provides insight into how private sector business organizations can improve performance outcomes with its important public sector customers.

Suggested Citation

  • Kathleen Welsh VOGES, 2014. "Improving performance in for-profit contracts: a study of buyer-seller communication and red tape," Management & Marketing, Economic Publishing House, vol. 9(4), Winter.
  • Handle: RePEc:eph:journl:v:9:y:2014:i:4:n:1
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