Adopting an integrated approach, this Handbook examines the design, organization, implementation and evaluation of public service delivery. Emphasizing the complex and dynamic nature of public services, it draws on cutting-edge research to identify responses to the unique challenges of the field.

Contents Introduction to the Handbook of Public Service Delivery 1 Christopher G. Reddick and Tansu Demir PART I THEORETICAL PERSPECTIVES 1 Public administration theory and public service delivery 9 Albena Dzhurova 2 New public administration, equity, justice, and representation in public service delivery 24 Denita Cepiku, Lorenzo Costumato and Marco Mastrodascio 3 Theories of privatization and public service delivery 42 Yiying Chen and Jiahuan Lu 4 Nonprofits in public service delivery: Navigating devolution and marketization 61 Daniel Zorrilla-Velazquez PART II DESIGNING PUBLIC SERVICE DELIVERY 5 Citizen participation and governance in public service delivery 79 Dragan Stanisevski 6 Joint public service delivery 96 Marjorie De la Cruz and Milena I. Neshkova 7 Collaboration with nonprofit organizations 116 Kate Albrecht and Saman Shafiq 8 Intergovernmental collaboration for public service delivery 134 Ricardo Bello-Gomez and Xiaoou Cheng 9 Network governance and public service delivery 150 Kaila Witkowski 10 Politics of public service design 169 Christopher L. Atkinson PART III IMPLEMENTING AND EVALUATING PUBLIC SERVICE DELIVERY 11 Enhancing public service delivery in government procurement 186 Maria Lungu 12 Information technology and public service delivery 203 Mete Yildiz, Lucille Tetley-Brown and Mercy Erhi Makpor 13 Cost, quality, and agency capacity in public service delivery 221 Karen Kunz 14 The role of human resources: Motivation, training, staffing, compensation 240 Susannah Bruns Ali and John South 15 Performance assessment of public service delivery 255 Tamara Dimitrijevska-Markoski 16 Assessment of public service delivery performance: Process improvement 269 Trenton J. Davis and Candice Pippin Bodkin 17 Improving municipal service delivery through effective strategy implementation 283 David Mitchell 18 Improving public service delivery: Total quality management 306 Jin Hong Kim PART IV CHALLENGES OF PUBLIC SERVICE DELIVERY 19 Challenges of public service delivery in developing countries 323 Ene Ikpebe 20 Improving public service in economic downturns 340 Gao Liu and Zhiwei Zhang 21 Challenges of public service delivery in a global era 359 Alex Sekwat and Jorge Waite Tacuara 22 Alternative program evaluation of public services 377 Gina Yannitell Reinhardt and Dragana Vidovic 23 Contracts for public services are embedded in relationships 394 Michael P. Van Hulle and Jered B.Carr