Public Administration Entering Turbulent Times: A Study of Service Quality during the Refugee Crisis

Abstract

This study constitutes an exploratory approach to address public performance during crises. Drawing on expectancy disconfirmation and crisis theories, empirical insights into the quality of public services provided during the refugee crisis in Germany are derived. Findings show that bureaucratic structures may hinder the fast flow of information and lead to a slow response. External stakeholders, while understanding of a longer duration of administrative processes, end up dissatisfied due to this lack of information provided. These insights call into question the success of New Public Management and Governance reforms implemented over the last three decades when it comes to dynamic environments.

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