Market Orientation and Public Service Performance: New Public Management Gone Mad?

• 成果类型: Article
• 署名作者: Walker, Richard M.; Brewer, Gene A.; Boyne, George A.; Avellaneda, Claudia N.
• 署名单位: City University of Hong Kong; University System of Georgia; University of Georgia; Cardiff University; Cardiff University; University of North Carolina; University of North Carolina Charlotte
• 刊物名称: PUBLIC ADMINISTRATION REVIEW
• ISSN/ISSBN: 0033-3352
• DOI: 10.1111/j.1540-6210.2011.02410.x
• 发表日期: 2011
• 页码: 707-717
• 关键词: multiple informants; metaanalysis; sector

摘要

The backbone of theory of the market-based approach New Public Management is that market orientation improves public service performance. In this article, market orientation is operationalized through the dominant theoretical framework in the business literature: competitor orientation, customer orientation, and interfunctional coordination. Market orientation is examined from the vantage point of three stakeholder groups in English local government: citizens, public servants, and the central government's agent, the Audit Commission. Findings show that market orientation works best for enhancing citizen satisfaction with local services, but its impacts on the performance judgments of local managers or the Audit Commission are negligible. The conclusion discusses important implications of these findings for research, policy, and practice.