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Assessing organizational performance: exploring differences between internal and external measures

Andrews, Rhys William, Boyne, George Alexander, Moon, M. Jae and Walker, Richard M. 2010. Assessing organizational performance: exploring differences between internal and external measures. International Public Management Journal 13 (2) , pp. 105-129. 10.1080/10967491003766533

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Abstract

Differences in judgments of public service performance across stakeholder groups have often been noted, but have rarely been tested. We measure the extent of these differences between and within internal and external stakeholders. The evidence shows that internal groups usually overestimate the performance of their organizations. We then develop and test a model of inter-organizational variations in the extent of this overestimation. The statistical results show that performance overestimation is more likely in small organizations with geographically dispersed clients, and in organizations that adopt fashionable management practices that are associated with higher institutional legitimacy.

Item Type: Article
Date Type: Publication
Status: Published
Schools: Business (Including Economics)
Subjects: H Social Sciences > HA Statistics
H Social Sciences > HD Industries. Land use. Labor > HD61 Risk Management
Uncontrolled Keywords: Public service performance; internal stakeholder; external stakeholder; statistical results
Publisher: Routledge
ISSN: 1096-7494
Last Modified: 04 Jun 2017 03:18
URI: http://orca.cf.ac.uk/id/eprint/19617

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Cited 31 times in Google Scholar. View in Google Scholar

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Cited 11 times in Web of Science. View in Web of Science.

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