Journal Articles

Market Orientation and Public Service Performance : New Public Management Gone Mad?

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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.

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Detail Information

Series Title

Public Administration Review

Call Number

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Publisher

Hoboken, United States : Wiley-Blackwell., 2011

Collation

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Language

English

ISBN/ISSN

00333352

Classification

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Content Type

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Media Type

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Carrier Type

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Edition

Volume 71, Issue 5, Sept/Oct 2011, pp. 707–717

Subject(s)

New Public Management
Market Orientation and Public Service Performance

Specific Detail Info

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