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What is performance measurement for? Multiple uses of performance information within organizations
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Micheli, Pietro and Pavlov, Andrey (2020) What is performance measurement for? Multiple uses of performance information within organizations. Public Administration, 98 (1). pp. 29-45. doi:10.1111/padm.12382 ISSN 0033-3298.
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Official URL: http://doi.org/10.1111/padm.12382
Abstract
Recent research in performance measurement has focused on the tension between two uses of performance information: ‘passive’, to ensure compliance, and ‘purposeful’, to improve services. This article presents an in-depth study of two public sector organizations in England and shows that the main tension may actually lie between a combined purposeful and passive use, and an exclusively passive one. This tension was most pronounced between organizational levels, where a combined use was dominant among senior managers, and an exclusively passive one was prevalent among middle managers and frontline staff. This split was not intentional – instead, it reflected how people interpreted the role of performance measurement, suggesting that simply promoting greater use of information may not be sufficient for linking measurement with service improvement. This study extends the theoretical understanding of the dynamics of performance information use in organizations and generates implications for using performance measurement to improve service delivery
Item Type: | Journal Article | ||||||||
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Divisions: | Faculty of Social Sciences > Warwick Business School > Operations Management Faculty of Social Sciences > Warwick Business School |
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Journal or Publication Title: | Public Administration | ||||||||
Publisher: | Wiley-Blackwell Publishing Ltd. | ||||||||
ISSN: | 0033-3298 | ||||||||
Official Date: | 2020 | ||||||||
Dates: |
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Volume: | 98 | ||||||||
Number: | 1 | ||||||||
Page Range: | pp. 29-45 | ||||||||
DOI: | 10.1111/padm.12382 | ||||||||
Status: | Peer Reviewed | ||||||||
Publication Status: | Published | ||||||||
Access rights to Published version: | Restricted or Subscription Access | ||||||||
Date of first compliant deposit: | 22 November 2017 | ||||||||
Date of first compliant Open Access: | 20 December 2019 |
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