Pub Date : 2023-03-08DOI: 10.1080/15309576.2023.2184839
Yixin Liu, Heewon Lee, Frances S. Berry
Abstract Performance information is overwhelmingly used in program evaluation by both public managers and external stakeholders. In the market-based New Public Management movement, effectiveness is public programs’ major selling point. However, this approach may marginalize the role of democratic values in governance. In the current complex society with anti-government sentiments, we embrace the idea of New Public Service to reiterate the importance of democratic values. Using a conjoint experiment, we compare the effects of effectiveness and democratic values in predicting public program evaluation, conditioned on citizens’ trust in government. Our results show that effectiveness and democratic values contribute similar effects in explaining policy preferences. Distrust in government strengthens the effect of democratic values but reduces the effect of effectiveness. Our findings challenge the prevalent effectiveness-centric framework in public management. We suggest that citizen-state interaction should not rely only on performance merits, but also on inclusiveness and openness values.
{"title":"How and When Democratic Values Matter: Challenging the Effectiveness-Centric Framework in Program Evaluation","authors":"Yixin Liu, Heewon Lee, Frances S. Berry","doi":"10.1080/15309576.2023.2184839","DOIUrl":"https://doi.org/10.1080/15309576.2023.2184839","url":null,"abstract":"Abstract Performance information is overwhelmingly used in program evaluation by both public managers and external stakeholders. In the market-based New Public Management movement, effectiveness is public programs’ major selling point. However, this approach may marginalize the role of democratic values in governance. In the current complex society with anti-government sentiments, we embrace the idea of New Public Service to reiterate the importance of democratic values. Using a conjoint experiment, we compare the effects of effectiveness and democratic values in predicting public program evaluation, conditioned on citizens’ trust in government. Our results show that effectiveness and democratic values contribute similar effects in explaining policy preferences. Distrust in government strengthens the effect of democratic values but reduces the effect of effectiveness. Our findings challenge the prevalent effectiveness-centric framework in public management. We suggest that citizen-state interaction should not rely only on performance merits, but also on inclusiveness and openness values.","PeriodicalId":47571,"journal":{"name":"Public Performance & Management Review","volume":null,"pages":null},"PeriodicalIF":3.1,"publicationDate":"2023-03-08","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48709850","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-03-04DOI: 10.1080/15309576.2023.2181196
Guochong Xu, Longxia Huo, Can Chen
Abstract This article discusses the influence of external and internal legitimacy on food safety collaborative regulation. Drawing upon the legitimacy theory, this research proposes key hypotheses: (1) external legitimacy shapes the overall features of collaborative regulation, and (2) internal legitimacy influences partner selection. This research empirically tests research hypotheses using social network analysis (bootstrap t-test and MR-QAP) and the food safety regulation documents jointly issued by the Chinese central government’s agencies during 2010–2017. It finds that external legitimacy influences the overall characteristics of collaborative networks (cohesion), and internal legitimacy influences the local characteristics of collaborative networks, that is, partner selection (pragmatic consideration and cognitive consideration). Although partner selection is driven by both pragmatic and cognitive considerations, the latter is much more important.
{"title":"Does Legitimacy Affect the Collaborative Regulation in the Food Safety Administration? Evidence from China","authors":"Guochong Xu, Longxia Huo, Can Chen","doi":"10.1080/15309576.2023.2181196","DOIUrl":"https://doi.org/10.1080/15309576.2023.2181196","url":null,"abstract":"Abstract This article discusses the influence of external and internal legitimacy on food safety collaborative regulation. Drawing upon the legitimacy theory, this research proposes key hypotheses: (1) external legitimacy shapes the overall features of collaborative regulation, and (2) internal legitimacy influences partner selection. This research empirically tests research hypotheses using social network analysis (bootstrap t-test and MR-QAP) and the food safety regulation documents jointly issued by the Chinese central government’s agencies during 2010–2017. It finds that external legitimacy influences the overall characteristics of collaborative networks (cohesion), and internal legitimacy influences the local characteristics of collaborative networks, that is, partner selection (pragmatic consideration and cognitive consideration). Although partner selection is driven by both pragmatic and cognitive considerations, the latter is much more important.","PeriodicalId":47571,"journal":{"name":"Public Performance & Management Review","volume":null,"pages":null},"PeriodicalIF":3.1,"publicationDate":"2023-03-04","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"47898938","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-02-24DOI: 10.1080/15309576.2023.2168283
ChiaKo Hung, Jesse Berrett
Abstract Previous studies have found that commercialized nonprofits may be less likely to offer free access to programs and services. This study draws on theoretical insights from the literature on nonprofit efficiency, the principal-agent problem, and nonprofit professionalism, going a step further to examine when commercialization leads to the exclusion of those unable to pay. Studying performing arts nonprofits in the United States from 2008 to 2016, the results suggest that the observed negative effects of commercialization on free access are not due to commercialized nonprofit leaders leaning towards efficiency through a cost-benefit mentality or pursuing their interests, but due partially to commercialized nonprofits moving toward professionalism. The findings have important implications for nonprofit professionalization, co-creation, and revenue portfolio management.
{"title":"When Are Commercialized Nonprofits Less Likely to Offer Free Access? Evidence from the Performing Arts Subsector","authors":"ChiaKo Hung, Jesse Berrett","doi":"10.1080/15309576.2023.2168283","DOIUrl":"https://doi.org/10.1080/15309576.2023.2168283","url":null,"abstract":"Abstract Previous studies have found that commercialized nonprofits may be less likely to offer free access to programs and services. This study draws on theoretical insights from the literature on nonprofit efficiency, the principal-agent problem, and nonprofit professionalism, going a step further to examine when commercialization leads to the exclusion of those unable to pay. Studying performing arts nonprofits in the United States from 2008 to 2016, the results suggest that the observed negative effects of commercialization on free access are not due to commercialized nonprofit leaders leaning towards efficiency through a cost-benefit mentality or pursuing their interests, but due partially to commercialized nonprofits moving toward professionalism. The findings have important implications for nonprofit professionalization, co-creation, and revenue portfolio management.","PeriodicalId":47571,"journal":{"name":"Public Performance & Management Review","volume":null,"pages":null},"PeriodicalIF":3.1,"publicationDate":"2023-02-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44730054","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-02-22DOI: 10.1080/15309576.2023.2166087
Qimeng Cai, Chuanyong Zhang
Abstract Providing better public services has become an important issue in urban governance, and there is no consensus on how smart city establishment affects the delivery of urban public services. Based on the panel data of 160 prefecture-level cities in China from 2012 to 2019, and taking the smart city pilot program as a natural experiment, this paper discusses the impact of smart city establishment on urban public service. We find that smart city pilot programs significantly improve urban public service levels. The underlying influence mechanism is that the smart city first improves the extensive and intensive margins of public services, and then advances the total extent and diversity of public service provision. Furthermore, this study finds that the positive effects of smart city establishment on the provision of public services are significant only in high-income regions. These findings have significant implications for ways in which smart city establishment can improve the provision of urban public services.
{"title":"Does the Smart City Improve Public Service Delivery? A Quasi-Natural Experiment Based on a Smart City Pilot Program in China","authors":"Qimeng Cai, Chuanyong Zhang","doi":"10.1080/15309576.2023.2166087","DOIUrl":"https://doi.org/10.1080/15309576.2023.2166087","url":null,"abstract":"Abstract Providing better public services has become an important issue in urban governance, and there is no consensus on how smart city establishment affects the delivery of urban public services. Based on the panel data of 160 prefecture-level cities in China from 2012 to 2019, and taking the smart city pilot program as a natural experiment, this paper discusses the impact of smart city establishment on urban public service. We find that smart city pilot programs significantly improve urban public service levels. The underlying influence mechanism is that the smart city first improves the extensive and intensive margins of public services, and then advances the total extent and diversity of public service provision. Furthermore, this study finds that the positive effects of smart city establishment on the provision of public services are significant only in high-income regions. These findings have significant implications for ways in which smart city establishment can improve the provision of urban public services.","PeriodicalId":47571,"journal":{"name":"Public Performance & Management Review","volume":null,"pages":null},"PeriodicalIF":3.1,"publicationDate":"2023-02-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46285998","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-02-22DOI: 10.1080/15309576.2023.2169476
Xiaoyun Wang
Abstract Over the past 50 years, philanthropic institutions and governments have invested millions of dollars to support the growth of community intermediary organizations (CIOs) for developing vibrant civic lives. CIOs are community-based nonprofit organizations that do not directly deliver services but support other local nonprofit organizations. The key issue for these investments is how to generate more local giving for CIOs to reduce their dependence on external funders. It is believed that CIOs established in wealthy communities are more likely to attract local giving. However, an investigation into community foundations—a type of CIOs—seeded by a funder shows that foundations in the wealthiest communities did not receive much local giving. Rapid population growth in wealthy communities disrupted conventional, close-knit social relations and undermined the efficacy of foundations’ traditional fundraising model that relied on personal relationship-building, local brokers, and word-of-mouth referrals to attract giving. Community foundations suffered from low visibility and lost competitive advantages over commercial and national competitors. It suggests that funders should pay more attention to increasing volatility in communities and help CIOs transform their fundraising model.
{"title":"Seeding Community Intermediary Organizations and the Liability of Growth in Obtaining Local Giving","authors":"Xiaoyun Wang","doi":"10.1080/15309576.2023.2169476","DOIUrl":"https://doi.org/10.1080/15309576.2023.2169476","url":null,"abstract":"Abstract Over the past 50 years, philanthropic institutions and governments have invested millions of dollars to support the growth of community intermediary organizations (CIOs) for developing vibrant civic lives. CIOs are community-based nonprofit organizations that do not directly deliver services but support other local nonprofit organizations. The key issue for these investments is how to generate more local giving for CIOs to reduce their dependence on external funders. It is believed that CIOs established in wealthy communities are more likely to attract local giving. However, an investigation into community foundations—a type of CIOs—seeded by a funder shows that foundations in the wealthiest communities did not receive much local giving. Rapid population growth in wealthy communities disrupted conventional, close-knit social relations and undermined the efficacy of foundations’ traditional fundraising model that relied on personal relationship-building, local brokers, and word-of-mouth referrals to attract giving. Community foundations suffered from low visibility and lost competitive advantages over commercial and national competitors. It suggests that funders should pay more attention to increasing volatility in communities and help CIOs transform their fundraising model.","PeriodicalId":47571,"journal":{"name":"Public Performance & Management Review","volume":null,"pages":null},"PeriodicalIF":3.1,"publicationDate":"2023-02-22","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48181491","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-25DOI: 10.1080/15309576.2023.2170433
Sonja Grabner‐Kräuter, Festim Tafolli, R. J. Breitenecker
Abstract This study contributes to the growing literature related to demands for social responsibility in the public sector in a developing country context. We report on a qualitative and a quantitative study conducted in the public sector in Kosovo to investigate, first, whether public sector organizations strive for CSR engagement, and second, whether and how employees’ perceptions of their employers’ CSR engagement affect various employee outcomes. The results of the qualitative content analysis of the mission statements of 20 public sector organizations in terms of CSR-related information they contain show that the public sector organizations have included both internal and external CSR elements in their mission statements. The quantitative study uses survey data collected from 126 employees in public sector organizations in Kosovo. The findings support the serial mediation of organizational trust and job satisfaction on the negative relationship between employees’ perceptions of internal and external CSR and intention to emigrate. From a practical perspective, the findings encourage public sector organizations to increase their CSR engagement to achieve positive employee outcomes, both in relation to their own organization and beyond.
{"title":"Consequences of Public Sector Employees’ CSR Perceptions in a Developing Country: Organizational Benefits and Beyond","authors":"Sonja Grabner‐Kräuter, Festim Tafolli, R. J. Breitenecker","doi":"10.1080/15309576.2023.2170433","DOIUrl":"https://doi.org/10.1080/15309576.2023.2170433","url":null,"abstract":"Abstract This study contributes to the growing literature related to demands for social responsibility in the public sector in a developing country context. We report on a qualitative and a quantitative study conducted in the public sector in Kosovo to investigate, first, whether public sector organizations strive for CSR engagement, and second, whether and how employees’ perceptions of their employers’ CSR engagement affect various employee outcomes. The results of the qualitative content analysis of the mission statements of 20 public sector organizations in terms of CSR-related information they contain show that the public sector organizations have included both internal and external CSR elements in their mission statements. The quantitative study uses survey data collected from 126 employees in public sector organizations in Kosovo. The findings support the serial mediation of organizational trust and job satisfaction on the negative relationship between employees’ perceptions of internal and external CSR and intention to emigrate. From a practical perspective, the findings encourage public sector organizations to increase their CSR engagement to achieve positive employee outcomes, both in relation to their own organization and beyond.","PeriodicalId":47571,"journal":{"name":"Public Performance & Management Review","volume":null,"pages":null},"PeriodicalIF":3.1,"publicationDate":"2023-01-25","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44069382","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-23DOI: 10.1080/15309576.2023.2169834
Taiting Pan, Bo Fan
Abstract Exploring the “institutional pressures – policy attention – innovation performance” link is essential for public managers to address the differentiated development between regions for e-government service capability (EGSC). This study examines the influence of institutional pressures on EGSC, and mediation roles of e-government attention between them by integrating attention-based view and neo-institutional theory. By analyzing a panel dataset from 333 prefectures in China, we identify EGSC, policy attention, and three types of institutional pressures, namely coercive, mimetic, and normative (media and public). Empirical evidence reveals that coercive, mimetic, public normative pressure had significant positive impacts on EGSC. Furthermore, e-government attention mediated the effects of coercive, mimetic, and public normative pressure on EGSC, respectively. The findings enrich our understanding of the crucial role of policy attention in explaining the e-government performance differentiation phenomenon accompanied by institutional pressures.
{"title":"Institutional Pressures, Policy Attention, and e-Government Service Capability: Evidence from China’s Prefecture-Level Cities","authors":"Taiting Pan, Bo Fan","doi":"10.1080/15309576.2023.2169834","DOIUrl":"https://doi.org/10.1080/15309576.2023.2169834","url":null,"abstract":"Abstract Exploring the “institutional pressures – policy attention – innovation performance” link is essential for public managers to address the differentiated development between regions for e-government service capability (EGSC). This study examines the influence of institutional pressures on EGSC, and mediation roles of e-government attention between them by integrating attention-based view and neo-institutional theory. By analyzing a panel dataset from 333 prefectures in China, we identify EGSC, policy attention, and three types of institutional pressures, namely coercive, mimetic, and normative (media and public). Empirical evidence reveals that coercive, mimetic, public normative pressure had significant positive impacts on EGSC. Furthermore, e-government attention mediated the effects of coercive, mimetic, and public normative pressure on EGSC, respectively. The findings enrich our understanding of the crucial role of policy attention in explaining the e-government performance differentiation phenomenon accompanied by institutional pressures.","PeriodicalId":47571,"journal":{"name":"Public Performance & Management Review","volume":null,"pages":null},"PeriodicalIF":3.1,"publicationDate":"2023-01-23","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46329901","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-13DOI: 10.1080/15309576.2022.2162940
Étienne Charbonneau, Yves Boisvert, L. Bégin
Abstract This study examines rule non-compliance from police officers and managers who decide not to enforce certain public health edicts and decrees. It examines rule non-compliance from police officers and managers who decide not to enforce certain public health edicts and decrees. The locus of our study is the severity of the consequences for rule non-compliance for citizens. We test to see whether rules with severe punishments for citizens are broken, bent, or worked around by the police more often than expected in Bozeman observations. Thirty-seven police chiefs and managers were interviewed. Sixteen focus groups totaling 149 police officers were held in 15 municipalities in a Canadian province. Non-compliance related to police officers not enforcing 1556 Canadian dollars (US$1260; 1082€) fines was high. This study provides credence that workaround is a flexible concept explaining how discretion is used on the frontlines of public service.
{"title":"Rule Breaking, Bending, and Workarounds: Police Officers and Chiefs’ Coercion-Discretion of Enforcing State Executive Orders","authors":"Étienne Charbonneau, Yves Boisvert, L. Bégin","doi":"10.1080/15309576.2022.2162940","DOIUrl":"https://doi.org/10.1080/15309576.2022.2162940","url":null,"abstract":"Abstract This study examines rule non-compliance from police officers and managers who decide not to enforce certain public health edicts and decrees. It examines rule non-compliance from police officers and managers who decide not to enforce certain public health edicts and decrees. The locus of our study is the severity of the consequences for rule non-compliance for citizens. We test to see whether rules with severe punishments for citizens are broken, bent, or worked around by the police more often than expected in Bozeman observations. Thirty-seven police chiefs and managers were interviewed. Sixteen focus groups totaling 149 police officers were held in 15 municipalities in a Canadian province. Non-compliance related to police officers not enforcing 1556 Canadian dollars (US$1260; 1082€) fines was high. This study provides credence that workaround is a flexible concept explaining how discretion is used on the frontlines of public service.","PeriodicalId":47571,"journal":{"name":"Public Performance & Management Review","volume":null,"pages":null},"PeriodicalIF":3.1,"publicationDate":"2023-01-13","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44241945","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-12DOI: 10.1080/15309576.2022.2163408
Jonas Larsson Taghizadeh
Abstract Recent studies argue that underperforming public organizations are more prone to stereotyping behavior and discrimination. However, empirical research concerning this subject is limited and focuses only on employment discrimination based on ethnicity. This article is the first to study the relationship between organizational performance and discrimination against clients/costumers. It also takes socioeconomic (SES) discrimination into account. This study is based on a large-scale correspondence experiment in which Swedish school principals were randomly contacted via email by parents interested in enrolling their children; the parents had Arabic- or Swedish-sounding names and were engaged in professions associated with a low or high SES. The results show no clear relationship between client discrimination and student test scores and grades. Hence, the findings of previous studies may not be generalizable to client discrimination and/or other national contexts, and client discrimination may be a result of mechanisms operating in all types of organizations (e.g., discriminatory attitudes).
{"title":"Organizational Performance and Discrimination: Are High-Performing Schools Less Likely to Discriminate against Potential Clients?","authors":"Jonas Larsson Taghizadeh","doi":"10.1080/15309576.2022.2163408","DOIUrl":"https://doi.org/10.1080/15309576.2022.2163408","url":null,"abstract":"Abstract Recent studies argue that underperforming public organizations are more prone to stereotyping behavior and discrimination. However, empirical research concerning this subject is limited and focuses only on employment discrimination based on ethnicity. This article is the first to study the relationship between organizational performance and discrimination against clients/costumers. It also takes socioeconomic (SES) discrimination into account. This study is based on a large-scale correspondence experiment in which Swedish school principals were randomly contacted via email by parents interested in enrolling their children; the parents had Arabic- or Swedish-sounding names and were engaged in professions associated with a low or high SES. The results show no clear relationship between client discrimination and student test scores and grades. Hence, the findings of previous studies may not be generalizable to client discrimination and/or other national contexts, and client discrimination may be a result of mechanisms operating in all types of organizations (e.g., discriminatory attitudes).","PeriodicalId":47571,"journal":{"name":"Public Performance & Management Review","volume":null,"pages":null},"PeriodicalIF":3.1,"publicationDate":"2023-01-12","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49529337","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2023-01-11DOI: 10.1080/15309576.2022.2164020
Youlang Zhang, Wei Hu
Abstract Previous research has examined the effects of client and bureaucrat attributes as well as contextual factors on clients’ perception of aggregate-level public services. However, there is limited evidence on clients’ evaluation of specific frontline services and the role of technology. This study takes advantage of a unique multi-year course evaluation dataset in higher education in China to elucidate the effect of teleworking on clients’ perception of frontline services. Due to the COVID-19 outbreak in January 2020, Chinese universities were forced to turn the in-person courses into online courses, which provided an excellent opportunity to identify the exogenous effect of technological shock. A series of statistical analyses suggest that online teaching significantly improves students’ perceptions of course quality. Moreover, this positive effect increases when class size, a typical indicator of task complexity in teaching processes, increases. This study has important theoretical and policy implications for introducing teleworking into public service delivery.
{"title":"Teleworking and Clients’ Perception of Frontline Services: Evidence in Higher Education during the COVID-19 Pandemic","authors":"Youlang Zhang, Wei Hu","doi":"10.1080/15309576.2022.2164020","DOIUrl":"https://doi.org/10.1080/15309576.2022.2164020","url":null,"abstract":"Abstract Previous research has examined the effects of client and bureaucrat attributes as well as contextual factors on clients’ perception of aggregate-level public services. However, there is limited evidence on clients’ evaluation of specific frontline services and the role of technology. This study takes advantage of a unique multi-year course evaluation dataset in higher education in China to elucidate the effect of teleworking on clients’ perception of frontline services. Due to the COVID-19 outbreak in January 2020, Chinese universities were forced to turn the in-person courses into online courses, which provided an excellent opportunity to identify the exogenous effect of technological shock. A series of statistical analyses suggest that online teaching significantly improves students’ perceptions of course quality. Moreover, this positive effect increases when class size, a typical indicator of task complexity in teaching processes, increases. This study has important theoretical and policy implications for introducing teleworking into public service delivery.","PeriodicalId":47571,"journal":{"name":"Public Performance & Management Review","volume":null,"pages":null},"PeriodicalIF":3.1,"publicationDate":"2023-01-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"46269288","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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