Assessing organizational performance: Exploring differences between internal and external measures

Rhys Andrews; George A. Boyne; M. Jae Moon; Richard M. Walker

doi:10.1080/10967491003766533

Assessing organizational performance: Exploring differences between internal and external measures

Rhys Andrews, George A. Boyne, M. Jae Moon, Richard M. Walker

Department of Public Administration

Research output: Contribution to journal › Article › peer-review

33 Citations (Scopus)

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.

Original language	English
Pages (from-to)	105-129
Number of pages	25
Journal	International Public Management Journal
Volume	13
Issue number	2
DOIs	https://doi.org/10.1080/10967491003766533
Publication status	Published - 2010 Apr

Bibliographical note

Funding Information:
The authors were supported in this research by Economic and Social Research Council Grant RES 062-23-0039.

All Science Journal Classification (ASJC) codes

Business and International Management
Public Administration

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10.1080/10967491003766533

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AB - 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.

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Assessing organizational performance: Exploring differences between internal and external measures

Abstract

Bibliographical note

All Science Journal Classification (ASJC) codes

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