000			01917nam a22001457a 4500
999			_c526848 _d526848
008			240627b ||||| |||| 00| 0 eng d
100			_aLee, Jae Bok and Kim, Soojin _955274
245			_aUnderstanding gaps between objective and subjective performance measures: Accreditation of public service organizations and citizen satisfaction
260			_aAmerican Review of Public Administration
300			_a54(3), Apr, 2024: p.271-286
520			_aGovernments use various performance measures to ensure that public services delivered by private-sector providers are safe and meet citizens’ particular needs. These measures can include awarding accreditation and assessing citizen satisfaction. However, few studies have investigated how objective performance measures relate to citizens’ subjective evaluations of providers from the perspective of service users. To fill this gap in the literature, this study closely explores a particular case of the Korean childcare market in which governments administer a large number of private-sector providers that play a dominant role in delivering public services. Our findings indicate the positive accreditation–satisfaction link is weakened when parents may not be aware of a provider's accreditation status or when their selected service provider is nonprofit, as opposed to for-profit. Overall, this study suggests that it is important to understand why there is some degree of incongruence between objective and subjective measures and how these two different performance indicators converge in the data. Special attention should be given to bridging the gap by closely reviewing institutional pressure on service providers and a symbolic impression of accreditation.- Reproduced https://journals.sagepub.com/doi/full/10.1177/02750740231193431
773			_aAmerican Review of Public Administration
906			_aPUBLIC ADMINISTRATION
942			_cAR