Improving performance in for-profit contracts: a study of buyer-seller communication and red tape
The use of for-profit contracts remains a popular privatization choice for public sector organizations in the United States. However, challenges with quality service delivery ensue prompting a better understanding of how best to deliver services. Based on the results of a study of 58 buyer (public sector)-seller (private for-profit sector) dyads, the findings suggest that the seller’s level of communication quality is positively related to end-user consumer’s level of customer satisfaction. However, the presence of red tape in the seller’s organization has a moderating and negative impact. Discussion of the findings provides insight into how private sector business organizations can improve performance outcomes with its important public sector customers.
Year of publication: |
2014
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Authors: | VOGES, Kathleen Welsh |
Published in: |
Management & Marketing. - Economic Publishing House, ISSN 1842-0206. - Vol. 9.2014, 4, 1
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Publisher: |
Economic Publishing House |
Subject: | information exchange | red tape | buyer-seller dyad | privatization | for-profit contracts | performance outcomes |
Saved in:
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