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Singh, Gurmeet; Slack, Neale J
International journal of public administration, 02/2022, Letnik: 45, Številka: 3Journal Article
The purpose of this study is to explore the impact of New Public Management (NPM) reform on customers' perceptions of service quality. This study uses a mixed methods research design. For quantitative data, we use a structured questionnaire and for qualitative data a single, longitudinal, explanatory case study. The case study and survey research findings integrate well and suggest that NPM reform under the right circumstances can result in tangible improvements in service quality, even in the short term. However, NPM reform should not be perceived as a silver bullet that can overcome overnight all inculcated Weberian bureaucratic weaknesses of the public sector that have built up over many years. This research provides significant contribution to new knowledge relating to the impact of NPM on customer perception of service quality, and in particular relating to a Small Island Developing states (SIDs).
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Leto | Faktor vpliva | Izdaja | Kategorija | Razvrstitev | ||||
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JCR | SNIP | JCR | SNIP | JCR | SNIP | JCR | SNIP |
Baze podatkov, v katerih je revija indeksirana
Ime baze podatkov | Področje | Leto |
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Povezave do osebnih bibliografij avtorjev | Povezave do podatkov o raziskovalcih v sistemu SICRIS |
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Vir: Osebne bibliografije
in: SICRIS
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