TY - JOUR

T1 - Does ownership matter for service delivery value? an examination of citizens’ service satisfaction

AU - Hodgkinson, Ian R.

AU - Hughes, P.

AU - Hughes, Mat

AU - Glennon, Russ

PY - 2017/9/14

Y1 - 2017/9/14

N2 - 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.

AB - 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.

U2 - 10.1080/14719037.2016.1272711

DO - 10.1080/14719037.2016.1272711

M3 - Journal article

VL - 19

SP - 1206

EP - 1220

JO - Public Management Review

JF - Public Management Review

SN - 1471-9037

IS - 8

ER -