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The Impact of Management on Administrative and Survey Measures of Organizational Performance

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  • Rhys Andrews
  • George Boyne
  • Richard M. Walker

Abstract

We review ninety-two studies of public service performance, and analyse in detail those that model the impact of management on both administrative and survey measures of performance. Our review indicates that administrative data typically reflect the performance judgements of government and regulators, while survey data reflect those of citizens, service users and public managers. Analysis of the eleven articles that use administrative and survey performance measures reveals limited differences in the impact of management variables on both types of performance measure. However, management variables appear to have a stronger link with the performance judgements of service consumers than managers themselves.

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  • Rhys Andrews & George Boyne & Richard M. Walker, 2011. "The Impact of Management on Administrative and Survey Measures of Organizational Performance," Public Management Review, Taylor & Francis Journals, vol. 13(2), pages 227-255, February.
    • Handle: RePEc:taf:pubmgr:v:13:y:2011:i:2:p:227-255
    DOI: 10.1080/14719037.2010.532968
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    Cited by:

    1. Susana Iglesias-Antelo & Vicente López-López & Antonio Vázquez-Sanmartín, 2021. "Assessing the Influence of Strategic Resources on the Quality of Life in Spanish Cities," Sustainability, MDPI, vol. 13(23), pages 1-19, November.
    2. Francisco Guilherme NUNES & Luis Manuel MARTINS & Juan MOZZICAFREDDO, 2018. "The Influence Of Service Climate, Identity Strength, And Contextual Ambidexterity Upon The Performance Of Public Organizations," REVISTA ADMINISTRATIE SI MANAGEMENT PUBLIC, Faculty of Administration and Public Management, Academy of Economic Studies, Bucharest, Romania, vol. 2018(31), pages 6-20, December.
    3. Ruixia Song & Shuzhuo Li & Marcus W. Feldman, 2021. "Public Participation and Governance Performance in Gender-Imbalanced Central Rural China: The Roles of Trust and Risk Perception," Social Sciences, MDPI, vol. 10(7), pages 1-20, June.
    4. Radnor & Osborne & Kinder & Mutton, 2014. "Operationalizing Co-Production in Public Services Delivery: The contribution of service blueprinting," Public Management Review, Taylor & Francis Journals, vol. 16(3), pages 402-423, April.
    5. Omrane, Amina, 2022. "The main determinants and effects of product innovation: An exploratory study on the pastry companies of the region of Sfax (in Tunisia)," Technological Forecasting and Social Change, Elsevier, vol. 185(C).
    6. Issenova Gulnara & Bokayev Baurzhan & Nauryzbek Madina & Torebekova Zulfiya & Kosherbayeva Aigul & Amirova Aigerim, 2024. "An Examination of Civil Servants’ Assessment of the New Civil Service Reforms in Kazakhstan," Central European Journal of Public Policy, Sciendo, vol. 18(2), pages 2-16.

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