The Effect of More Demanding Public Services Quality Standards on the Organization of Service Providers |
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Authors: | Guido Capaldo Nicola Costantino |
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Institution: | 1. Department of Industrial Engineering, University of Naples Federico II, Napoli, Italy;2. Department of Mechanic, Mathematic and Management, Politecnico di Bari, Bari, Italy |
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Abstract: | ABSTRACTThis 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. |
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Keywords: | Organization of public service providers public service performance public services quality standards regulations |
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