The impact of management on administrative and survey measures of organizational performance

Research output: Journal Publications and ReviewsRGC 21 - Publication in refereed journalpeer-review

52 Scopus Citations
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Original languageEnglish
Pages (from-to)227-255
Journal / PublicationPublic Management Review
Issue number2
Publication statusPublished - Feb 2011
Externally publishedYes


We review ninety-two studies of public service performance, and analyse in detail those that model the impact of management on both administrative and survey measures of performance. Our review indicates that administrative data typically reflect the performance judgements of government and regulators, while survey data reflect those of citizens, service users and public managers. Analysis of the eleven articles that use administrative and survey performance measures reveals limited differences in the impact of management variables on both types of performance measure. However, management variables appear to have a stronger link with the performance judgements of service consumers than managers themselves © 2011 Taylor & Francis.

Research Area(s)

  • Literature review, Performance