The impact of management on administrative and survey measures of organizational performance

Rhys Andrews*, George Boyne, Richard Walker

*Corresponding author for this work

    Research output: Contribution to journalArticle

    40 Citations (Scopus)

    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

    Original languageEnglish
    Pages (from-to)227-255
    Number of pages29
    JournalPublic Management Review
    Volume13
    Issue number2
    DOIs
    Publication statusPublished - Feb 2011

    Keywords

    • Literature review
    • Performance

    ASJC Scopus subject areas

    • Management Information Systems
    • Management of Technology and Innovation

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