Measuring the Performance of Service Organizations and the Effects of Downsizing on Performance: Evidence from the Greek Citizen Service Centers

Panagiotis Zervopoulos

A chapter in Managing Service Productivity, 2014, pp 127-154 from Springer

Abstract: Abstract A Data Envelopment Analysis-based methodology is developed to measure the performance of not-for-profit and for-profit service organizations. The proposed methodology can incorporate endogenous and exogenous variables in the production process, which are directly or inversely related. This methodology always identifies reference units that are qualified in all of the dimensions of performance. In addition, it defines appropriate changes to the resources that are used by the low-performing units to enable them to become qualified in all facets of performance at the optimal condition. The methodology that is developed in this study is applied to public organizations, which are in charge of the provision of administrative services to citizens, in two instances: before and after the implementation of downsizing as part of the public management reform agenda. The results obtained from the assessment methodology are the basis for the analysis of the impact of structural reform, and particularly of downsizing, on the performance of public service organizations.

Keywords: Data Envelopment Analysis; Performance management; Public management; Downsizing; Managing service productivity (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:spr:isochp:978-3-662-43437-6_8

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DOI: 10.1007/978-3-662-43437-6_8

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