- پرچمی داود (1391). سنجش رضایت از یک سازمان (بررسی موردی: سازمان حج و زیارت). فصلنامه چشمانداز مدیریت دولتی، شماره 10، 151-186.
- Adler, M. (2010). Atkinson Report on Measuring Government Output and Productivity Published Today, Online page: www.Statistics. Gov.uk/pdf ir/nsrt203pdf
- ALDamoe, A. M. F. Yazam, M. & Ahmed, B. K (2012). The mediating effect of hrm outcomes (employee retention) on the relationship between hrm practices and organizational performance. International Journal of Human Resource Studies., 2(1), 2162-3058.
- Andrews, R. & Van de Walle S. (2013). New Public Management and citizens’ perceptions of efficiency, responsiveness, equity and effectiveness. Public Management Review, 15(5), 762-783.
- Behn, R.D. (2003). Why Measure Performance? Different Purposes Require Different Measure. Public Administration Review, 63(5), 586-606.
- Callahan, K. and Holzer, M. (1999). Results-Oriented Government: Citizen Involvement in Performance Measurement. In A. Halachmi (ed.) Performance & Quality Measurement in Government. Issues and Experiences (51-64) Chatelaine Press: Burke, VA.
- Epstein, P. D. (1992). Measuring The Performance of P.S. Public Productivity Handbook, edited by: Holzer, united state.
- Friedman, M. A. (1997). Guide to developing and using performance measures in results-based budgeting. Online: http://www.financeproject.org/measures.html
- Halachmi. A. (2002). Performance Measurement Accountability, and Improved Performance. Performance & Management Review, 25(4), 370-374.
- Heilman, S. & Kennedy, p, L. (2011). Making Assessment Easier with the Organizational Effectiveness Model describe a comprehensive, step-by-step, mixed-methods assessment model. Published online by American College Personnel Association and Wiley Periodicals, Inc. 15(6), 29–32.
- Kelly, J.M. (2002). If You Only Knew How Well We Are Performing, You’d be Highly Satisfied with the Quality of Our Service. National Civic Review, 91(3), 283-292.
- Kelly, J.M& Swindell, D (2000). Service Quality Variation across Urban Space: First Steps toward a Model of Satisfaction. Journal of Urban Affairs, 24(3), 271-288.
- Laihonen, H., &Sillanpaa, V. (2014). What is the Role of Knowledge Management in Establishing the Effectiveness of Public Welfare Services?, Knowledge and Process Management, 21(2), 112–121.
- Liang, Ch. Y., (1995). The Productivity Growth in the Asian NICs: A Case Study of R.O.C.1961-93. APO Productivity Journal, 17-40.
- Lonnqvist A, Laihonen H. (2012). Welfare service system productivity: the concept and its application. International Journal of Productivity and Performance Management, 61(2), 128–141.
- Nietsche, F (1998). Performance Measurement in Public Administration, Online page: http://www.adb.org/Documents/manuals/chapter 18.pdf
- North Carolina State Agency Performance (2003). Online page:
- http://www.dol.state.nc.us
- Pekkola, S. (2013). Managing a network by utilizing performance measurement information. Measuring Business Excellence, 17(1), 72–79.
- Saatweber (2009). The common Assessment Framework, Online page: www.caf.netzwerk.de
- Sanger, M.B. (2013). Does measuring performance lead to better performance? Journal of Policy Analysis and Management, 32(1), 185-203.
- Scrgsp (Steering Committee for the Review of Government Service Provision) (2010). Report on Government Services 2006, Productivity Commission, Canberra.
- Sillanpaa, V. (2013). Measuring the impacts of welfare service innovations. International Journal of Productivity and Performance, 62(5), 474–489.
- Sureshaudar, G.S. Rajendran, C. & Anantharaman, R.N. (2002). The relationship between management s perception of total quality service and customer perception of service quality. Total quality management, 13(1), 64-88.
- Swain, D & Hollar, D. (2003). Measuring Progress: Community Indicators and the Quality of Life. International Journal of Public Administration, 26(7), 789-814.
- Thornhill, D. (2006). Productivity attainment in a diverse public sector. paper presented at the Institute of Public Administration Seminar on Promoting Productivity in a Diverse Public Sector, Dublin, 21 April.
- Walker, R.M., Damanpour, F. and Devece, C.E. (2011). Management innovation and organizational performance: The mediating effect of performance management. Journal of Public Administration Research and Theory, 21(2), p: 367-386.
- Weller, P. Gardner, M. Ryan, N & Stevens, B. (1993). The role of the public sector: Implications for the Australian public service, Canberra Bulletin of public Administration, 72, 1-23.
- Wholey, J., Hatry, H., & Newcomer, K. (Eds.), (1994). Handbook of practical program evaluation, San Francisco: Jossey-Bass.
|
