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

    Hodgkinson, IR, Hughes, P, Hughes, M and Glennon, R ORCID logoORCID: 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: Article
    Peer-reviewed: Yes
    Date Deposited: 21 Aug 2019 15:24
    Publisher: Taylor & Francis (Routledge)
    Additional Information: This is an Author Accepted Manuscript of an article in Public Management Review published by Taylor & Francis.
    Divisions: Faculties > Business and Law
    Subject terms: Social Sciences, Management, Public Administration, Business & Economics, Ownership, performance, satisfaction, publicness, citizens, outsourcing, contracting, PUBLIC-SECTOR ORGANIZATIONS, LOCAL-GOVERNMENT, STRATEGIC MANAGEMENT, PERFORMANCE, PRIVATE, EFFICIENCY, QUALITY, CONSEQUENCES, DETERMINANTS, ENVIRONMENTS, 1503 Business and Management, 1605 Policy and Administration, 1501 Accounting, Auditing and Accountability, Political Science & Public Administration
    Report number: 8
    URI: https://e-space.mmu.ac.uk/id/eprint/623707
    DOI: https://doi.org/10.1080/14719037.2016.1272711
    ISSN 1471-9037

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