Co-production as a driver of client satisfaction with public service organizations: an analysis of German day-care centres

被引：19

作者：

Lindenmeier, Joerg ^{[1
]}

Seemann, Ann-Kathrin ^{[2
]}

Potluka, Oto ^{[3
]}

von Schnurbein, Georg ^{[3
]}

机构：

[1] Albert Ludwigs Univ Freiburg, Wirtschafts & Verhaltenswissensch Fak, Publ & Nonprofit Management, Freiburg, Germany

[2] Albert Ludwigs Univ Freiburg, Publ & Nonprofit Management, Freiburg, Germany

[3] Lucerne Univ Appl Sci & Arts, Inst Tourism, Luzern, Switzerland

来源：

PUBLIC MANAGEMENT REVIEW | 2021年 / 23卷 / 02期

关键词：

Co-production; day-care; client satisfaction; public service organisation; public service logic; COMMUNITY COPRODUCTION; CITIZEN PARTICIPATION; CUSTOMER SATISFACTION; SOCIAL-SERVICES; DOMINANT LOGIC; 3RD SECTOR; MANAGEMENT; QUALITY; USER; FIT;

D O I：

10.1080/14719037.2019.1674366

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

This paper investigates the effects of co-production on satisfaction with public service organizations (PSOs) in a day-care setting. Based on a survey of parents from Germany, this paper validates the effects of economic, political, and social participation on satisfaction and considers the level of information, person-organization fit, and structural quality as mediating variables. Mediation analysis shows significant and positive indirect effects of political and social co-production on satisfaction. In contrast, economic co-production has no effect on client satisfaction. Based on the findings and the study?s limitations, this paper delineates practical implications and avenues for future research.

引用

页码：210 / 232

页数：23

共 62 条

[1] Why do public-sector clients coproduce? Toward a contingency theory [J].