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

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journal contribution
posted on 2017-01-05, 09:57 authored by Ian HodgkinsonIan Hodgkinson, Paul Hughes, Mathew Hughes, Russell J. Glennon
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, non-profit, 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.

History

School

  • Business and Economics

Department

  • Business

Published in

Public Management Review

Volume

forthcoming

Citation

HODGKINSON, I.R. ... et al, 2017. Does ownership matter for service delivery value? an examination of citizens’ service satisfaction. Public Management Review, 19(8), pp. 1206-1220.

Publisher

Taylor & Francis

Version

AM (Accepted Manuscript)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Acceptance date

2016-12-09

Publication date

2017-01-01

Notes

This is an Accepted Manuscript of an article published by Taylor & Francis in Public Management Review on 1 January 2017, available online: http://www.tandfonline.com/10.1080/14719037.2016.1272711.

ISSN

1471-9037

eISSN

1471-9045

Language

en