Models of Public Service Provision—When Will Knights and Knaves Be Responsive to Pawns and Queens?

Lotte Andersen, Nicolai Kristensen and Lene Pedersen

International Journal of Public Administration, 2013, vol. 36, issue 2, 126-136

Abstract: This article extends the framework of Le Grand (2003, 2010) to encompass responsiveness, and the main argument is that the combination of employee motivation, user capacity, and models of public service provision potentially has serious implications for responsiveness across service areas. Although research on employee motivation thrives, especially in the public service motivation (PSM) literature, few studies have investigated user capacity empirically, and we know little about the combination of PSM, user capacity and models of service provision. Analyzing four central service areas (day care, schools, hospitals, and universities), we find variations in both user capacity and PSM. Taking this variation as a point of departure we discuss what implications different combinations of employee motivation, user capacity, and models of public service provision may have for responsiveness.

Date: 2013
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DOI: 10.1080/01900692.2012.721437

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