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Title: Does ownership matter for service delivery value? an examination of citizens’ service satisfaction
Authors: Hodgkinson, Ian R.
Hughes, Paul
Hughes, Mathew
Glennon, Russell J.
Keywords: Ownership
Performance
Satisfaction
Publicness
Citizens
Outsourcing
Contracting
Issue Date: 2017
Publisher: Taylor & Francis
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.
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, 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.
Description: This paper is closed access until 1st July 2018.
Version: Accepted for publication
DOI: 10.1080/14719037.2016.1272711
URI: https://dspace.lboro.ac.uk/2134/23572
Publisher Link: http://dx.doi.org/10.1080/14719037.2016.1272711
ISSN: 1471-9037
Appears in Collections:Closed Access (Business School)

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