The performance puzzle: Understanding the factors influencing alternative dimensions and views of performance

Abstract

There is a large literature on the determinants of organizational performance, and its multidimensional nature is well recognized. However, little research has examined how different organizational and environmental factors influence different stakeholders' performance assessments of the same service. We address this gap by comparing the factors influencing performance evaluations by different constituencies of child care centers in Ohio. We operationalize performance using (1) regulatory violations documented during state licensing inspections, (2) satisfaction with the center's quality reported by center directors, (3) satisfaction with the center's quality reported by teachers, and (4) satisfaction with care quality reported by parents. Our findings suggest that different organizational and environmental factors are associated with the performance assessments of different constituencies. Additionally, some of these constituency assessments appear to influence each other. © 2013 © The Author 2013. Published by Oxford University Press on behalf of the Journal of Public Administration Research and Theory, Inc. All rights reserved.