Measuring quality for human service improvement: How nonprofits meet the quality requirements of public authorities

Pfiffner, Roger (2020). Measuring quality for human service improvement: How nonprofits meet the quality requirements of public authorities Nonprofit Management & Leadership, 31(1), pp. 103-127. Wiley https://doi.org/10.1002/nml.21416

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The growing pressure for service quality has led to an increase in the dissemination of quality models in nonprofit human service organizations. In spite of this, little is known about their implementation. The present study therefore examines how quality management directives imposed by public authorities affect the adoption and use of quality measurement systems under different sets of conditions. Key findings, based on survey data from 536 human service nonprofits in Switzerland, suggest that external quality requirements foster the adoption of measurement systems to the greatest degree, but simultaneously reduce their actual utilization for service improvement. The strength of these effects is contingent on the organizations' resources and the quality of indicators. Managers' commitment to quality measurement shows the strongest effect on the use of quality measurement systems. These findings and the implications for future research and practice will be discussed.

Item Type:	Journal Article (Original Article)
Division/Institute:	School of Social Work > Social Organisation focus area School of Social Work School of Social Work > Institute for Organisation and Social Service Management
Name:	Pfiffner, Roger0000-0003-2951-3697
Subjects:	H Social Sciences > H Social Sciences (General)
ISSN:	1048-6682
Publisher:	Wiley
Language:	English
Submitter:	Roger Pfiffner
Date Deposited:	09 Sep 2020 10:18
Last Modified:	24 Feb 2021 21:45
Publisher DOI:	https://doi.org/10.1002/nml.21416
Additional Information:	ISSN 1542-7854 (online)
ARBOR DOI:	10.24451/arbor.12218
URI:	https://arbor.bfh.ch/id/eprint/12218