Assessing organizational performance: Exploring differences between internal and external measures

Rhys Andrews, George A. Boyne, M. Jae Moon, Richard M. Walker

    Research output: Contribution to journalArticle

    32 Citations (Scopus)

    Abstract

    Differences in judgments of public service performance across stakeholder groups have often been noted, but have rarely been tested. We measure the extent of these differences between and within internal and external stakeholders. The evidence shows that internal groups usually overestimate the performance of their organizations. We then develop and test a model of inter-organizational variations in the extent of this overestimation. The statistical results show that performance overestimation is more likely in small organizations with geographically dispersed clients, and in organizations that adopt fashionable management practices that are associated with higher institutional legitimacy.

    Original languageEnglish
    Pages (from-to)105-129
    Number of pages25
    JournalInternational Public Management Journal
    Volume13
    Issue number2
    DOIs
    Publication statusPublished - Apr 2010

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