Abstract
Differences in judgments of public service performance across stakeholder groups have often been noted, but have rarely been tested. We measure the extent of these differences between and within internal and external stakeholders. The evidence shows that internal groups usually overestimate the performance of their organizations. We then develop and test a model of inter-organizational variations in the extent of this overestimation. The statistical results show that performance overestimation is more likely in small organizations with geographically dispersed clients, and in organizations that adopt fashionable management practices that are associated with higher institutional legitimacy.
Original language | English |
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Pages (from-to) | 105-129 |
Number of pages | 25 |
Journal | International Public Management Journal |
Volume | 13 |
Issue number | 2 |
Early online date | 20 May 2010 |
DOIs | |
Publication status | Published - 2010 |
Externally published | Yes |
Funding
The authors were supported in this research by Economic and Social Research Council Grant RES 062-23-0039.