Public Sector Online

Ian Chaston
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Ian Chaston: University of Auckland

Chapter 13 in Internet Marketing and Big Data Exploitation, 2015, pp 221-239 from Palgrave Macmillan

Abstract: Abstract By the mid-1980s, inflation and rising unemployment were problems confronting virtually every Western democracy. With welfare services costs rising faster than tax revenues, reform of the public sector was implemented under the banner of ‘New Public Management’ (NPM). (Graham, 1994). As problems over implementing genuinely customer-orientated strategies began to emerge, some academics questioned the potential of NPM to achieve fundamental reform. Hood and Jackson (1992) concluded that NPM was a ‘disaster waiting to happen’, and Farnham and Horton (2007) perceived NPM as a ‘failed paradigm’.

Keywords: Public Sector; National Health Service; Veteran Health Administration; Customer Relationship Management; Personal Health Record (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-48896-1_13

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DOI: 10.1057/9781137488961_13

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