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• W2097173816 abstract "Evidence from sixty-five empirical studies of the determinants of public service performance is critically reviewed. The statistical results are grouped on the basis of five theoretical perspectives: resources, regulation, markets, organization, and management. The analysis suggests that the most likely sources of service improvement are extra resources and better management. A research agenda for further work is identified, and recommendations are made to enhance the theoretical and methodological quality of studies of public service improvement. Governments across the globe are searching for ways to improve public services. During the last twenty years there has been a pandemic of public-sector reforms, many of which are associated with the new public management (Pollitt and Bouckaert 2000). Which, if any, of the existing approaches to public service improvement actually work? How much empirical evidence is there on the impact of the various reform strategies, and how valid is the evidence? What are the main issues that need to be resolved in future work on the sources of public service improvement? The intent of this article is to answer these questions. In the first section of the article, the meaning of public service improvement is analyzed and criteria for evaluating the effects of different routes toward this “Holy Grail” of public administration theory and practice are identified. In the second section, five major theoretical perspectives on the sources of improvement are outlined. These cover resources, regulation, markets, organization, and management. Taken together, these five perspectives offer the basis for a more comprehensive theoretical model of how to provide better public services. In the third section of the article, the methods and results of empirical studies that have tested the five theories are critically reviewed. This leads to conclusions about the extent of our knowledge of how to achieve service improvement and about an agenda for the substance and methods of the vast research program that is required on this topic." @default.
• W2097173816 created "2016-06-24" @default.
• W2097173816 creator A5035135766 @default.
• W2097173816 date "2003-07-01" @default.
• W2097173816 modified "2023-10-18" @default.
• W2097173816 title "Sources of Public Service Improvement: A Critical Review and Research Agenda" @default.
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