PERFORMANCE MANAGEMENT AND CITIZEN SATISFACTION WITH THE GOVERNMENT: EVIDENCE FROM CHINESE MUNICIPALITIES

Despite the fact that performance management has been ubiquitously adopted in the public sector across the world today, there is limited and inconclusive evidence that it improves citizen satisfaction with the government. In this article, we use survey data and multilevel modelling to analyse the effects of multiple performance management components on citizens' perceptions of government performance across 19 major cities in China. The results reveal that performance management does have a positive impact on citizen satisfaction. In addition, citizen participation, performance feedback and accountability, and information openness are positively associated with citizen satisfaction along various performance dimensions in different magnitudes. While we should take account of and mitigate its unintended consequences, our results suggest that it is still promising for public organizations to implement performance management.     

Local Government Public Servants Performance and Citizens Participation in Governance in Nigeria

Abstract

This paper examines the performance of public administrators at the local government level in Nigeria. It traces the development of local governments in Nigeria from 1945 to present times. It argues that the shift in the critical decision‐making powers and functions of local government requires its public administrators to be better‐trained professionals. However, without citizens' participation in governance, public servants' accountability will be low. The study addresses the following questions: How do public sector performance and development of actions by citizens affect accountability in the local governments? How much training do public administrators in Nigeria's local governments have in public management? What is the relationship between performance and citizenship participation in local governments' development process? The question of interests in this study is how public administration at the local government level can better serve Nigeria's communities and in so doing develop authentic relationship with citizen groups, and equitably enhance public trust, legitimacy, and performance of the public sector in the nation.     

PUBLIC SERVICE USE AND PERCEIVED PERFORMANCE: AN EMPIRICAL NOTE ON THE NATURE OF THE RELATIONSHIP

Citizen surveys often measure service use as well as perceived performance, typically in the form of quality or satisfaction ratings. But little attention has been paid to the relationship between public service use and satisfaction. How do the service ratings or satisfaction judgements of frequent users differ from those of infrequent users? Is the direction of the use‐satisfaction relationship positive or negative? Or perhaps non‐linear? And does the direction or form of the relationship differ across services? Using data from New York, we examine the relationship between use and perceived performance for five services: buses, subways, parks, public libraries, and roads. Interestingly, this relationship often appears curvilinear, with satisfaction initially rising with use, to a point after which it begins to diminish. We offer some substantive interpretations of this pattern, as well as some practical implications for the analysis and understanding of citizen surveys for policy and management purposes.     

How a demanding employment relationship relates to affective commitment in public organizations: A multilevel analysis

It has recently been recognized in the public administration literature that multiple reforms coexist in public organizations, ranging from the Weberian bureaucracy to New Public Management and, more recently, new public governance. This study develops a typology of the employment relationship with features of these macro‐level changes and tests their impact on the civil servant's affective commitment by including the individual‐level social exchange relationship. This multilevel model is tested with data from 936 employees in a public organization. The findings confirm the existence of different approaches to the employment relationship: overdemanding, mutual investment and moderately demanding. Civil servants in a mutual investment employment relationship are most affectively committed, and civil servants in a moderately demanding employment relationship benefit most from a positive social exchange relationship. Implications for public management theory and practice are discussed.     

The Effect of More Demanding Public Services Quality Standards on the Organization of Service Providers

ABSTRACT

This research aims to investigate the effects that more demanding quality standards have on the organization of public service providers. A hypothetical research model showing the relationship between the quality of public service and the organization of public service providers was tested through a survey carried out with managers of water companies located in Italy. Results show that the new regulations impact on the organization in terms of resources and the performance management system, while the degree of centralization (i.e., the hierarchy of authority and degree of participation in decision-making) is not significantly related to the more demanding quality standards.     

ORGANIZATIONAL STATUS AND PERFORMANCE: THE CASE OF THE SWEDISH PHARMACIES

In recent years, studies of the relationship between organizational status and success have focused largely on organizations transferring from the public to the private sectors: pharmacies in Sweden provide a case study of organizational status change in the reverse direction. Popular belief suggests progressive deterioration in the performance of an organization where ownership changes from owner-manager to public corporation, market conditions change from competition to monopoly, and internal management becomes increasingly command orientated. This article explores change in various performance and organizational variables in the National Corporation of Swedish Pharmacies, from its creation in 1971 until 1990. The corporation displays a high degree of stability amongst its senior management team, task specialization amongst employees is low, whilst standardization of working methods is high. Decentralization of authority has occurred over several years. A review of several measures of success, including productivity, financial ratios and innovation, demonstrates substantial progress over the period, comparing favourably with other Swedish public sector organizations. It is concluded that public sector ownership and monopoly supply need not result in deteriorating performance and lack of innovation, provided that criteria for success are clearly stated and properly monitored.     

THE ORDER OF QUESTIONS IN A SURVEY ON CITIZEN SATISFACTION WITH PUBLIC SERVICES: LESSONS FROM A SPLIT‐BALLOT EXPERIMENT

Surveys of citizen satisfaction with local public services have become widespread, with the results increasingly used to reorganize services, to allocate budgets, and to hold managers accountable. But evidence from a split‐ballot experiment that we conducted suggests that the order of questions in a citizen survey has important effects on reported satisfaction with specific public services as well as overall citizen satisfaction. Moreover, the correlations of specific service ratings with overall satisfaction, and thus the identification of key drivers of overall satisfaction, also turn out to be highly sensitive to question order. These findings are in line with research on priming and question order effects in the survey methodology literature, but these effects have not been carefully examined before in the context of citizen surveys and public administration research. Policy and management implications of these finding are discussed.     

Environmental dimensions of managing public budgets and public enterprises in Sub-Saharan Africa

This study examines the nature of the environment in which public budgets and public enterprises are managed in developing countries in Sub-Saharan Africa. It develops a model of the environmental dimensions in the general environment and dimensional components in the task environment of public budgeting and public enterprise management including the economic, political, socio-cultural, and technological dimension which determine public budget and public enterprise management in developing countries like those in Sub-Saharan Africa. The implications of those environmental dimensions and their components are evaluated for budgetary processes and budgetary outcomes in selected countries in Sub-Saharan Africa - Kenya, Nigeria, Tanzania, and Ethiopia. The impact of economic dimensions in inducing repetitive budgeting in the budgetary processes of developing countries was highlighted. The results of the analysis of expenditure patterns in these countries tend to support the greater strength of the economic functional dimension in influencing budgetary outcomes. The implications of the environmental dimensions of the model for the management of public enterprises was also investigated. Numerous dimensional components of the major dimensions of the model developed in the study were found to have had an impact on the development of the public enterprise sector in developing countries like those in Sub- Saharan Africa. Moreover, the performance of public enterprises was strongly linked to the dimensions and components of the model. The interactive effects of public enterprise management on public budgeting in developing countries is also addressed as a consequence of the environmental model. Reform efforts must contend with altering the environmental state depicted in the model or accommodating to it.     

Comparing public servants' behavior in South Korea and the United States: How emotional labor moderates the relationship between organizational commitment and job performance

The relationship between organizational commitment and job performance matters in public service delivery, and so does the emotive dimension of the citizen—state interaction. However, public management theories and principles must take national culture into account, because comparative investigation reveals limits to generalizability across cultures. This study provides an example. It examines the link between commitment and performance as well as the moderating effect of emotional labor for public service workers in Korea and the United States. Probably due to the differing effect of collectivist versus individualist norms, findings reveal that authentic emotive expression bolsters the relationship between organizational commitment and job performance in Korea, while its opposite, inauthentic emotive expression weakens the link between commitment and performance in the United States. 공공서비스를 전달하는 과정에서 조직몰입과 직무성과의 관계는 중요한 문제이며, 이에 못지않게 시민-국가 상호작용에 있어서 감정적 차원 또한 중요한 문제이다. 공공관리 이론이나 원리를 연구할 때 국가차원의 문화를 고려할 필요가 있는데, 이는 비교연구의 수행이 서로 다른 문화들을 일반화하는 데 따른 한계점을 파악할 수 있게 해 주기 때문이다. 본 연구는 이러한 측면에서 하나의 본보기를 제시한다. 이 연구는 몰입과 성과의 관계를 고찰할 뿐만 아니라 감정노동의 조절효과를 미국과 한국의 공공부문 종사자들을 통하여 살펴본다. 본 연구의 결과는 한국의 공공조직에서 진성 감정표현이 조직몰입과 직무성과를 강화해 줄 수 있으며, 이와는 대조적으로 미국의 공공조직에서는 비진성 감정표현이 몰입과 성과의 관계를 약화시킬 수 있다는 점을 보여준다. 이러한 결과는 집단주의 문화와 개인주의 문화가 서로 다른 영향을 미친 것으로 보인다.     

Trust in the leadership of governors and participatory governance in Tokyo Metropolitan Government

This article examines the relationship between the trust in leadership of political leaders and citizen participation by analysing data on Tokyo residents. Among the four variables we used to designate types of, or attitudes towards, public participation, only actual participation has a positive influence on trust. The normative recognition of participation is associated with a critical attitude towards the government. As the unclear needs of citizens have the greatest impact on trust, citizens’ trust is built through relationships between citizens and not between citizens and their government. The importance of positive actions from the local government such as public officials and political leaders that stimulate citizen awareness to the point where citizens take interest in public administration, practice participation, and enlarge participation opportunities, is increasing. We also need to consider the limitations of citizen ability to understand public issues and reflection of their needs, and the limitations of participatory governance on the decision-making process.     

COMPARING BUSH–CHENEY AND CLINTON–GORE PERFORMANCE MANAGEMENT STRATEGIES: ARE THEY MORE ALIKE THAN DIFFERENT?

Successful performance management strategies are intrinsically linked to the political environment in which public policy‐making occurs. Since the mid‐1990s, many governments have re‐examined how to simultaneously reduce costs, increase performance and achieve results. Public agencies are experimenting with performance measurement and management systems designed to meet public policy goals and respond to citizen demands. Various reform models have been proposed and public administrators now expend considerable time, effort and resources exchanging ‘best practices’, finding ‘best value’, and ‘rethinking’ government operations. Although equally important, less effort has been devoted to performance management (PM) within increasingly complex, ideologically charged and politicized decision‐making environments. Despite significant increases in productivity, more theoretical and empirical research is needed to assist public managers in applying private market‐based alternatives to public service delivery structures. This article compares the PM initiatives of the Clinton–Gore Administration in the United States, known as the National Performance Review (NPR), with President Bush‘s Presidential Management Agenda (PMA). Following the comparison, a theory‐based research agenda is proposed to determine which of many approaches best ‘fits’ the varied and often contradictory systems for delivering public services in a decentralized governance system.     

Tension in democratic administration: Does managerial confidence in administrative capacity reduce citizen participation in organizational decision-making?

The tension between bureaucratic and democratic values has characterized significant debates in the field of public administration. In this article, we ask, does public managers' confidence in their organizational administrative capacity affect citizen participation? Using managerial confidence in organizational response capacity (ORC) during crises as a vehicle to investigate the tension between democratic and administrative values, we examine whether an administration-centric approach to management influences citizen participation. We posit that higher levels of managerial confidence in organizational administrative capacity can lessen the pressure from political stakeholders which, in turn, might allow managers the autonomy to isolate themselves from the general public. The empirical analysis uses a structural equation model (SEM) to examine survey data from senior managers in 500 US cities. We find that managerial confidence in ORC reduces citizen participation, but only indirectly through diminishing influence from other governmental actors or by allowing managers to win the trust of political principals.     

Post-NPM Reforms or Administrative Hybridization in the French Health Care System?

New public management (NPM) provides an opportunity to analyze a reform trajectory that is influenced by country-specific institutional and social traditions. France adopted its own version of NPM, embracing some of its “traditional” elements such as quasi-markets and performance evaluation and rejecting others. NPM reforms in France pursued a re-centralization agenda rather than a disaggregation of public agencies. Outcomes were below expectations in core areas such as citizen participation and physician professional satisfaction. Subsequent health reforms indicate convergence toward a hybrid system rather than toward a post-NPM paradigm.     

Strategic budgeting: Reviewing the literature of an emerging theory

Among all the public management functions, the budget process comes closest to the scenarios pictured in the literature of strategic management and game theory. Unfortunately there has been very little written on the strategic aspects of public budgeting. Generally, writers on strategic management view budgeting as a secondary-level operation functioning as a means of implementing the strategic goals of the organization. Much of the public budgeting literature, however, suggests that budgeting serves a broader function, often helping to determine agency objectives as well as serving to implement objectives defined at top (usually political) levels. In this article the writer argues that strategic management in public agencies must be defined differently from the definition used for that process in private firms. The literature of strategic management and budgeting is reviewed in an effort to clarify the relationship between these two public management functions.     

Citizen participation in solid waste policymaking: a case study of the spokane experience(1)

The focus of this case study was on citizen participation in solid waste policymaking in Spokane, Washington. It was predicated on the idea that there is a need for government to develop more workable and meaningful approaches to facilitating citizen participation in public policymaking. The formulation and implementation of solid waste management policy in Spokane proved to be a technological and democratic trial for the community. The research used three models of citizen participant styles - coopted, prudent, and confrontive - as it examined the views of citizen group leaders, city and county administrative staff, and elected officials involved in this policy dispute with regard to: 1) the purposes of citizen participation, 2) the desirability of citizen participation, 3 ) the impacts of citizen participation, 4) the most effective approaches for citizen participation, and 5) the levels of satisfaction associated with various approaches to citizen participation.     

Obstacles and Opportunities for Sustaining Performance Management Systems

Measuring performance in public organizations has been a growing trend for several decades. Designing, adopting, and implementing this style of management system have been the topic of much practitioner and academic deliberation. One struggle those determined to adopt performance measurement and management systems have faced, though, is the ability to sustain them over time and actually engrain them into their decision-making frameworks. Countless barriers to long-term success exist for public organizations and this article seeks to identify and categorize them. Using a mixed-method survey design, this research shows which factors are the most important to organizations hoping to build a performance system that can stand the test of time. Capacity, knowledge, and buy-in limitations pose serious threats to these reforms and it takes a concerted effort to cultivate not only support from employees and management to pursue performance management but the technical and conceptual capacity to design the right system for the organization.     

PARALLEL,TRANSFER OR COLLABORATION STRATEGY OF RELATING THEORY TO PRACTICE? A CASE STUDY OF PUBLIC MANAGEMENT DEBATE IN GERMANY

The relationship between theory and practice is essential to ‘applied sciences' such as public management. However, the current debate on this topic lacks empirical substantiation. Here I develop a methodology for the indication of how the theory‐practice gap is actually addressed in a given subfield of management enquiry. I distinguish three archetypal strategies of relating theory to practice and develop several bibliometric indicators for them. Subsequently, I apply this methodology in a case study on the German public management debate from 1989 to 2005, a study based on bibliometric data of some 900 articles on public management. As will be demonstrated, in Germany, the theory‐practice divide is predominantly framed as a problem of knowledge transfer between scholars and practitioners. Reflections on the institutional structures of public management in Germany make it clear why the transfer strategy is chosen, thus proving the validity of the suggested indicators.     

Why Deliberate? The Encounter Between Deliberation and New Public Managers

A number of organizations in Britain's National Health Service (NHS) have been experimenting with 'deliberative' techniques of citizen involvement, techniques that were designed with democratic imperatives in mind. However, political practices are moulded by their institutional settings and the goals of their proponents, so it is unlikely that they have been left 'pure' following their encounter with public management imperatives.
This paper offers an explanation for the interest in deliberative processes in the NHS by comparing deliberative and public management imperatives, as well as discussing more case-specific motivations, drawing on interviews with health policy actors between May and July 2001. I then use those insights to highlight gaps between the deliberative ideal and deliberative practice, showing what has been gained and what has been lost in the encounter between deliberative democracy and new public managers.     

Citizen participation matters. Bureaucratic discretion matters more

New Public Governance theory increases citizen participation and expands bureaucrats' roles in the work of government. Citizen participation creates new mechanisms for citizens to influence the policy process. Bureaucrats' expanded roles allow for broader bureaucratic discretion over policy implementation. When citizens' and bureaucrats' views on public management decisions collide, whose views prevail? Do citizen volunteers or bureaucrats have greater influence over public decisions? We answer this question by studying the U.S. Department of Energy's initiative to engage citizens in environmental clean-up decisions. We assess 10 years of meeting records and administrative decisions using a three-step, mixed-method analysis to identify, weigh, and test the influence of citizen participation and bureaucratic discretion. The results indicate that while citizen participation matters, bureaucratic discretion has a more significant influence over administrative decision-making. The findings expose holes in New Public Governance theory, which has implications for democracy and demands deeper thought into structuring citizen participation.