This article investigates the dynamics of benchmarking in municipal water utilities. The authors explain how a voluntary project developed the characteristics of compulsory benchmarking. While the first adopters of benchmarking sought efficiency gains, later adoptions have mainly been driven by...

This article examines whether the control practices associated with public sector consumerism, such as devolved performance management and accountability, enhance organizations' responsiveness to customer needs and preferences. The research highlighted the need for trade-offs between resource...