Determinants of service quality in bureaucracy: Parkinson's theory at work
Parkinson's law states that work expands to fill the time available for its completion and that the number of administrators in an office is bound to increase over time. An unique laboratory to test Parkinson's ideas are vehicle registration offices in Germany. Using their data we found empirical support for Parkinson's law: First, service quality is no better in offices that have more staff per case. Second, service quality is worse if the service procedure is disaggregated into multiple smaller sub-services. Third, the staff size is a convex function of the number of customers. These results are robust to specifications in various alternative models.
|Date of creation:||2007|
|Date of revision:|
|Contact details of provider:|| Postal: Garystr. 21, 14195 Berlin (Dahlem)|
Phone: (030) 838 2272
Fax: (030) 838 2129
Web page: http://www.wiwiss.fu-berlin.de/en/index.html
More information through EDIRC
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Genaro J. Gutierrez & Panagiotis Kouvelis, 1991. "Parkinson's Law and Its Implications for Project Management," Management Science, INFORMS, vol. 37(8), pages 990-1001, August.
- Lindsay, Cotton M & Feigenbaum, Bernard, 1984. "Rationing by Waiting Lists," American Economic Review, American Economic Association, vol. 74(3), pages 404-17, June.
- McKee, Michael & Wintrobe, Ronald, 1993. "The decline of organizations and the rise of administrators : Parkinson's Law in theory and practice," Journal of Public Economics, Elsevier, vol. 51(3), pages 309-327, July.
When requesting a correction, please mention this item's handle: RePEc:zbw:fubsbe:200711. See general information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (ZBW - German National Library of Economics)
If references are entirely missing, you can add them using this form.