IDEAS home Printed from https://ideas.repec.org/a/kap/porgrv/v11y2011i4p351-369.html
   My bibliography  Save this article

New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges

Author

Listed:
  • Andreas Kakouris
  • Elina Meliou

Abstract

No abstract is available for this item.

Suggested Citation

  • Andreas Kakouris & Elina Meliou, 2011. "New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges," Public Organization Review, Springer, vol. 11(4), pages 351-369, December.
    • Handle: RePEc:kap:porgrv:v:11:y:2011:i:4:p:351-369
    DOI: 10.1007/s11115-010-0134-3
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1007/s11115-010-0134-3
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s11115-010-0134-3?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
    2. William Dunn & David Miller, 2007. "A Critique of the New Public Management and the Neo-Weberian State: Advancing a Critical Theory of Administrative Reform," Public Organization Review, Springer, vol. 7(4), pages 345-358, December.
    3. Gregg G. Van Ryzin, 2004. "Expectations, performance, and citizen satisfaction with urban services," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 23(3), pages 433-448.
    4. Schick, Allen, 1998. "Why Most Developing Countries Should Not Try New Zealand's Reforms," The World Bank Research Observer, World Bank, vol. 13(1), pages 123-131, February.
    5. David Farnham & Annie Hondeghem & Sylvia Horton, 2005. "Staff Participation and Public Management Reform," Palgrave Macmillan Books, Palgrave Macmillan, number 978-0-230-37861-2, December.
    6. Kassim, Norizan Mohd & Bojei, Jamil, 2002. "Service quality: gaps in the Malaysian telemarketing industry," Journal of Business Research, Elsevier, vol. 55(10), pages 845-852, October.
    7. Pollitt, Christopher & Bouckaert, Geert, 2004. "Public Management Reform: A Comparative Analysis," OUP Catalogue, Oxford University Press, edition 2, number 9780199268498.
    8. Kirchler, Erich & Niemirowski, Apolonia & Wearing, Alexander, 2006. "Shared subjective views, intent to cooperate and tax compliance: Similarities between Australian taxpayers and tax officers," Journal of Economic Psychology, Elsevier, vol. 27(4), pages 502-517, August.
    9. Peter, J Paul & Churchill, Gilbert A, Jr & Brown, Tom J, 1993. "Caution in the Use of Difference Scores in Consumer Research," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(4), pages 655-662, March.
    10. Scott E. Sampson & MICHAEL J. SHOWALTER, 1999. "The Performance-Importance Response Function: Observations and Implications," The Service Industries Journal, Taylor & Francis Journals, vol. 19(3), pages 1-25, July.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Kontogeorgos, Achilleas & Tselempis, Dimitios & Karipidis, Philippos, 2014. "Young Farmers' Perceived Service Quality of the Greek Ministry of Agriculture: A SERVQUAL Approach," Agricultural Economics Review, Greek Association of Agricultural Economists, vol. 15(1), pages 1-12.
    2. Houda El Mohafidi & Khaddouj Karim, 2023. "The relation of the new public management perspectives to service quality within public establishments and enterprises: A theoretical approach," Post-Print hal-04156099, HAL.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Lucica Matei & Spyridon Flogaitis (ed.), 2011. "PUBLIC ADMINISTRATION IN THE BALKANS - from Weberian bureaucracy to New Public Management," ASsee Online Series, South-Eastern European Administrative Studies – ASsee Online Series, volume 1, number 1, September.
    2. Tóth, Balázs, 2021. "Milyen kapcsolatban állnak a közszféra reformjai a gazdaságpolitikai paradigmákkal? [How reforms of the public sector relate to the paradigms of economic policy]," Közgazdasági Szemle (Economic Review - monthly of the Hungarian Academy of Sciences), Közgazdasági Szemle Alapítvány (Economic Review Foundation), vol. 0(2), pages 205-222.
    3. Cipolletta, Germano & Fiorani, Gloria & Matei, Ani & Matei, Lucica & Meneguzzo, Marco & Mititelu, Cristina, 2010. "Public Sector Modernization Trends of the Member States of European Union.Trajectories of reforms in Italy and Romania," Apas Papers 267, Academic Public Administration Studies Archive - APAS.
    4. Sang-June Park & Youjae Yi, 2016. "Performance-only measures vs. performance-expectation measures of service quality," The Service Industries Journal, Taylor & Francis Journals, vol. 36(15-16), pages 741-756, December.
    5. Independent Evaluation Group, 2008. "Public Sector Reform: What Works and Why? An IEG evaluation of World Bank Support," World Bank Publications - Books, The World Bank Group, number 6484.
    6. Andrews, Matt, 2015. "Has Sweden Injected Realism into Public Financial Management Reforms in Partner Countries?," Working Paper Series 15-063, Harvard University, John F. Kennedy School of Government.
    7. Homburg, Christian & Rudolph, Bettina, 2001. "Customer satisfaction in industrial markets: dimensional and multiple role issues," Journal of Business Research, Elsevier, vol. 52(1), pages 15-33, April.
    8. Kárpáti, József, 2012. "Government performance indicators in a strategic approach," MPRA Paper 40351, University Library of Munich, Germany.
    9. Spiros Gounaris, 2005. "An alternative measure for assessing perceived quality of software house services," The Service Industries Journal, Taylor & Francis Journals, vol. 25(6), pages 803-823, September.
    10. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
    11. Matt Andrews, 2015. "Has Sweden Injected Realism into Public Financial Management Reforms in Partner Countries?," CID Working Papers 303, Center for International Development at Harvard University.
    12. Smith, Anne M., 1999. "Some Problems When Adopting Churchill's Paradigm for the Development of Service Quality Measurement Scales," Journal of Business Research, Elsevier, vol. 46(2), pages 109-120, October.
    13. Bouckaert Geert & Nakrošis Vitalis & Nemec Juraj, 2011. "Public Administration and Management Reforms in CEE: Main Trajectories and Results," NISPAcee Journal of Public Administration and Policy, Sciendo, vol. 4(1), pages 9-29, July.
    14. Jaya Sangeetha, 2017. "Development of Scale for Service Quality, Satisfaction and Behavioral intentions: Middle Eastern Context," Advances in Management and Applied Economics, SCIENPRESS Ltd, vol. 7(2), pages 1-4.
    15. Dogaru, Tatiana-Camelia, 2016. "The Effect of Public Administration Reforms under the Post-New Public Management Paradigm," MPRA Paper 94399, University Library of Munich, Germany.
    16. D. Vandaele & P. Gemmel, 2004. "Development of a measurement scale for business-to-business service quality: assessment in the facility services sector," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 04/259, Ghent University, Faculty of Economics and Business Administration.
    17. William Dunn & David Miller, 2007. "A Critique of the New Public Management and the Neo-Weberian State: Advancing a Critical Theory of Administrative Reform," Public Organization Review, Springer, vol. 7(4), pages 345-358, December.
    18. Gleitsmann, Sinje & Guttzeit, Mandy & Roschk, Holger, 2010. "Die kundenseitige Wahrnehmung der Servicequalität bei der Nutzung von SST," Ilmenauer Schriften zur Betriebswirtschaftslehre, Technische Universität Ilmenau, Institut für Betriebswirtschaftslehre, volume 3, number 32010.
    19. Waluyo, Budi, 2018. "Balancing financial autonomy and control in agencification: issues emerging from the Indonesian higher education (Otonomi dan pengendalian keuangan pada Badan Layanan Umum sektor pendidikan)," INA-Rxiv x2vm4, Center for Open Science.
    20. Son K. Lam & Thomas E. DeCarlo & Ashish Sharma, 2019. "Salesperson ambidexterity in customer engagement: do customer base characteristics matter?," Journal of the Academy of Marketing Science, Springer, vol. 47(4), pages 659-680, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:kap:porgrv:v:11:y:2011:i:4:p:351-369. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.