Determinants of service quality in bureaucracy
Jochimsen, Beate ;  ;  Universität <Berlin, Freie Universität> / Fachbereich Wirtschaftswissenschaft

Main titleDeterminants of service quality in bureaucracy
SubtitleParkinson’s theory at work
AuthorJochimsen, Beate
EditorUniversität <Berlin, Freie Universität> / Fachbereich Wirtschaftswissenschaft
No. of Pages22 S.
Series ; 2007,11 : Volkswirtschaftliche Reihe
Keywordsbureaucracy, Parkinson’s law, waiting time, service quality, queueing theory
Classification (DDC)330 Economics
Also published in
AbstractParkinson’s law states that work expands to fill the time available for its completion
and that the number of administrators in an office is bound to increase over
time. An unique laboratory to test Parkinson’s ideas are vehicle registration offices
in Germany. Using their data we found empirical support for Parkinson’s law:
First, service quality is no better in offices that have more staff per case. Second,
service quality is worse if the service procedure is disaggregated into multiple smaller
sub-services. Third, the staff size is a convex function of the number of customers.
These results are robust to specifications in various alternative models.
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FU DepartmentDepartment Business and Economics
Year of publication2007
Type of documentBook
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Created at2008-06-11 : 08:47:24
Last changed2016-01-05 : 02:38:11
Static URLhttp://edocs.fu-berlin.de/docs/receive/FUDOCS_document_000000000197