TY - JOUR
T1 - Market Orientation and Public Service Performance: New Public Management Gone Mad?
AU - WALKER, Richard M.
AU - BREWER, Gene A.
AU - BOYNE, George A.
AU - AVELLANEDA, Claudia N.
PY - 2011/9
Y1 - 2011/9
N2 - The backbone of theory of the market-based approach New Public Management is that market orientation improves public service performance. In this article, market orientation is operationalized through the dominant theoretical framework in the business literature: competitor orientation, customer orientation, and interfunctional coordination. Market orientation is examined from the vantage point of three stakeholder groups in English local government: citizens, public servants, and the central government's agent, the Audit Commission. Findings show that market orientation works best for enhancing citizen satisfaction with local services, but its impacts on the performance judgments of local managers or the Audit Commission are negligible. The conclusion discusses important implications of these findings for research, policy, and practice.
AB - The backbone of theory of the market-based approach New Public Management is that market orientation improves public service performance. In this article, market orientation is operationalized through the dominant theoretical framework in the business literature: competitor orientation, customer orientation, and interfunctional coordination. Market orientation is examined from the vantage point of three stakeholder groups in English local government: citizens, public servants, and the central government's agent, the Audit Commission. Findings show that market orientation works best for enhancing citizen satisfaction with local services, but its impacts on the performance judgments of local managers or the Audit Commission are negligible. The conclusion discusses important implications of these findings for research, policy, and practice.
UR - http://www.scopus.com/inward/record.url?scp=80052359102&partnerID=8YFLogxK
U2 - 10.1111/j.1540-6210.2011.02410.x
DO - 10.1111/j.1540-6210.2011.02410.x
M3 - Journal Article (refereed)
AN - SCOPUS:80052359102
SN - 0033-3352
VL - 71
SP - 707
EP - 717
JO - Public Administration Review
JF - Public Administration Review
IS - 5
ER -