Does ownership matter for service delivery value? an examination of citizens' service satisfaction

Hodgkinson, IR, Hughes, P, Hughes, M and Glennon, R ORCID: https://orcid.org/0000-0003-0147-3507, 2017. Does ownership matter for service delivery value? an examination of citizens' service satisfaction. Public Management Review, 19 (8), pp. 1206-1220. ISSN 1471-9037

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Abstract

Governments across the world outsource service delivery to external agents, but does ownership matter for service delivery value? Though theory points to clear ownership
differences on effectiveness, there remains limited empirical evidence of the impact of ownership on citizens' satisfaction. Focusing on local authorities in England, we draw on secondary data (2007 and 2009) to examine if ownership type matters. The findings indicate that
ownership–public, nonprofit, private–confers no direct
benefits for citizens' satisfaction suggesting that the outsourcing decision should not rely on unfounded assumptions about performance differentials between
ownership types. The implications for public management
are explored.

Item Type:	Journal article
Publication Title:	Public Management Review
Creators:	Hodgkinson, I.R., Hughes, P., Hughes, M. and Glennon, R.
Publisher:	Taylor & Francis
Date:	2017
Volume:	19
Number:	8
ISSN:	1471-9037
Identifiers:	Number Type 10.1080/14719037.2016.1272711 DOI
Divisions:	Schools > Nottingham Business School
Record created by:	Linda Sullivan
Date Added:	06 Jan 2017 14:52
Last Modified:	01 Sep 2018 03:00
URI:	https://irep.ntu.ac.uk/id/eprint/29593

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