Mitarbeiter- und Kundenzufriedenheit in oeffentlichen Organisationen: Eine Laengsschnittstudie bei der Einfuehrung von New Public Management

Autor(en)

Christian Korunka, Dieter Scharitzer, Angelika Sonnek

Abstrakt

The relationship between-job and customer satisfaction in public organizations during the process of implementing "New Public Management" (NPM) was investigated. A working model, postulating a positive effect of NPM institutionalization on job satisfaction and service capability of the employees, was developed. The model further postulates a positive correlation between three dimensions of service capability (perceived structure, process, and outcome service capability) with three similar dimensions of customer satisfaction. The introduction of NPM was studied in three public organizations in a longitudinal design. The sample consisted of 1073 employees and 2631 customers. An aggregated data set was formed, consisting of 52 employee/customer interface data sets. The model was confirmed. The introduction of NPM resulted in an increase in the postulated association between service capability and customer satisfaction. High degrees of NPM institutionalization, job satisfaction, and perceived service capability are necessary to reach high customer satisfaction.

Organisation(en)

Externe Organisation(en)

Wirtschaftsuniversität Wien (WU)

Journal

Zeitschrift für Arbeits- und Organisationspsychologie

Band

47

Seiten

208-221

Anzahl der Seiten

14

ISSN

0932-4089

Publikationsdatum

2003

Peer-reviewed

Ja

ÖFOS 2012

5010 Psychologie

Link zum Portal

https://ucrisportal.univie.ac.at/de/publications/79f5e89e-d115-4dfc-b7d1-33487884ad79