Singh, Gurmeet and Slack, Neale J. (2020) New Public Management and Customer Perceptions of Service Quality – A Mixed-Methods Study. International Journal of Public Administration . pp. 1-15. ISSN 0190-0692
Full text not available from this repository. (Request a copy)Abstract
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).
| Item Type: | Journal Article |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor |
| Divisions: | Faculty of Business and Economics (FBE) > Graduate School of Business |
| Depositing User: | Fulori Nainoca - Waqairagata |
| Date Deposited: | 12 Nov 2020 00:23 |
| Last Modified: | 12 Nov 2020 00:23 |
| URI: | https://repository.usp.ac.fj/id/eprint/12463 |
Actions (login required)
 |
View Item |