ABSTRACT

Using survey and secondary data from Korean local public institutions, we tested the effects of top managers’ characteristics on the quality of public service (QoPS) provided by local public institutions through top managers’ internal and external management practices, based on the upper echelon theory. We found that the greater the top managers’ expertise, the higher the QoPS. Furthermore, we found that top managers’ internal management practices that involve communicating with employees to improve their well-being, resolve their complaints, motivate them, and increase their self-development all mediated the positive relationship between top managers and QoPS. These findings emphasise the importance of top managers’ individual characteristics (e.g., experienced expertise) and internal management practices in achieving public service of high quality in local government.

摘要

利用韩国地方公共机构的调查和二手数据，我们基于高层梯队理论，通过高层管理人员的内部和外部管理实践，检验了高层管理人员的特征对地方公共机构提供的公共服务质量（QoPS）的影响。 . 我们发现，高层管理人员的专业知识越高，QoPS 就越高。此外，我们发现高层管理者的内部管理实践，包括与员工沟通以改善他们的幸福感、解决他们的抱怨、激励他们，以及促进他们的自我发展，都在高层管理者和 QoPS 之间起到了中介作用。这些发现强调了高层管理人员个人特征的重要性（例如，