What is it about?
The concepts "New Public Management" (NPM) was initially suggested in the literature sometime around the early 1990s. NPM-style reforms raised the flag of responsiveness to citizens and improved public satisfaction with the assumption that organizational image would also be positively affected by such reforms. Image, satisfaction, and support in public sector reforms are, therefore, the major focus of this study.
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Why is it important?
The findings support our hypotheses concerning the major role of image and satisfaction in forming attitudes towards NPM-style reforms. However, beyond conventional direct effects we point to the mediating effect of organizational image on the relationship between satisfaction and support for reforms.
Perspectives
We hope that the research findings will lead to new thinking about the centrality of the image in terms of public attitudes towards organizations and the decision-making process.
Dr Haim David Cohen
University of Haifa
Read the Original
This page is a summary of: Service satisfaction and organizational image, Transforming Government People Process and Policy, March 2015, Emerald,
DOI: 10.1108/tg-02-2014-0004.
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