Service Quality and Benchmarking the Performance of Municipal Services
Bibliographic Data
| ID | 6363041 |
|---|---|
| Authors | David H Folz (University of Tennessee at Knoxville, corresponding author) |
| Year | 2004 |
| Volume | 64 |
| Issue | 2 |
| Pages | 209-220 |
| Publication date | 2004-03-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Public Administration Review (JOURNAL) |
| Journal identifiers | ISSN: 0033-3352 • E-ISSN: 1540-6210 |
| Publisher | Wiley (PUBLISHER • GB) |
| DOI | 10.1111/j.1540-6210.2004.00362.x |
| OpenAlex | W2076454966 |
| Language | EN |
| Citations received | 16 |
| References cited | 28 |
How can local officials select benchmarking partners whose best practices have the most potential for applicability and success in improving service performance? This study suggests the process for selecting the most appropriate benchmarking partners and for making fair performance comparisons will be advanced if local officials initially address the issue of what level of input service quality level is desired or can be provided. Using data collected from a national survey, the study presents a framework for measuring service quality for municipal solid waste recycling programs. It examines the connection between input service quality and service outcomes and describes the results of analyses of the contextual factors and best practices that distinguish the top recycling performers and potential benchmarking partners in each service‐quality class. The study suggests a model for how local officials can use this type of information to select an appropriate benchmarking partner. The study shows that a quality‐of‐service framework for municipal services can advance local decision making about what citizens and stakeholders expect and will support in terms of input service quality. It also can help local officials identify benchmarking partners that provide a service at the desired level of quality
Benchmarking · Best practice · Business · Economics · Management · Process (computing · Process management · Quality (philosophy · Service (business · Service delivery framework · Service quality · Computer Science · Construction Project Management and Performance · Marketing · Public Policy and Administration Research · Public-Private Partnership Projects
Country Performance in the South American Region
Could fair value accounting be useful, under NPM models, for users of financial information
Public sector benchmarking
Evaluating financial performance in local government
Local Government Management and Performance
Waste Performance of Nuts 2-regions in the EU
Nonprofit-as-supplement
Developing a Model to Measure Financial Condition in Local Government
Professional Management and Service Levels in Small U.S. Communities
Quality as a reflection of innovation? Quality management in the Korean government
Mapping the terrain of public service quality improvement
Do they all perform alike? An examination of perceived performance, citizen satisfaction and trust with US federal agencies
Factors behind Organizational Learning from Benchmarking
The relationship between competition and efficiency of waste-collection services in the Czech Republic
Working for the future is more than foreseeing the future
What shapes the formation of interstate benchmarking networks
Changing Behavior and Making it Stick
What Makes a Recycler?
Recycling Policy and Performance
Comparative Performance Measurement
Get Ready
Performance‐Comparison Projects in Local Government
Performance Measurement in U.S. Counties
Local Government Benchmarking
Citizen Ratings of Public and Private Service Quality
Performance Measurement in Municipal Government
A Proper Mentality for Benchmarking
Municipal Recycling Performance
Public Participation and Recycling Performance
The Case for Performance Monitoring
Improving Government Performance
The Status of Productivity Measurement in the Public Sector
Recycling Program Design, Management, and Participation
Toward a Definition of the Coproduction Concept
Promoting the Utilization of Performance Measures in Public Organizations
Citizen participation in resource allocation
| Unique citing works | 16 |
|---|---|
| Citations per year | 0,84 |
| Citation span | 2007 - 2025 (19) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 16 |