Does Ownership Matter for Service Delivery Value? An Examination of Citizens’ Service Satisfaction

Hodgkinson, I.R.; Hughes, P.; Hughes, M.; Glennon, R.

doi:10.1080/14719037.2016.1272711

Does Ownership Matter for Service Delivery Value? An Examination of Citizens’ Service Satisfaction

Hodgkinson, I.R.; Hughes, P.; Hughes, M.; Glennon, R.

Authors

I.R. Hodgkinson

P. Hughes

M. Hughes

R. Glennon

Abstract

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.

Citation

Hodgkinson, I., Hughes, P., Hughes, M., & Glennon, R. (2017). Does Ownership Matter for Service Delivery Value? An Examination of Citizens’ Service Satisfaction. Public Management Review, 19(8), 1206-1220. https://doi.org/10.1080/14719037.2016.1272711

Journal Article Type	Article
Acceptance Date	Dec 9, 2016
Online Publication Date	Jan 1, 2017
Publication Date	Jan 1, 2017
Deposit Date	Dec 14, 2016
Publicly Available Date	Jul 1, 2018
Journal	Public Management Review
Print ISSN	1471-9037
Electronic ISSN	1471-9045
Publisher	Taylor and Francis Group
Peer Reviewed	Peer Reviewed
Volume	19
Issue	8
Pages	1206-1220
DOI	https://doi.org/10.1080/14719037.2016.1272711
Public URL	https://durham-repository.worktribe.com/output/1368194

Files

Accepted Journal Article (405 Kb)
PDF

Copyright Statement
This is an Accepted Manuscript of an article published by Taylor & Francis Group in Public management review on 01/01/2017, available online at: http://www.tandfonline.com/10.1080/14719037.2016.1272711.