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Quality Institutionalization in a Public Service Organization: Management Implications Derived from the City of Vienna Study

The goal of this study is to investigate the effects of the implementation of quality-related changes (New Public Management, NPM) in a public service organization on perceived quality institutionalization, customer satisfaction and employees' strain and satisfaction. The study was realized in a single-case longitudinal design. The case consists of a large municipal service organization responsible for the area's public housing system. Organizational changes include a comprehensive organizational restructuring process (including the opening of 10 customer service units), the development of a new, consequently customer-centered orientation, and a general process-and quality orientation. Measurements were taken in each of the service units before the organizational change, and in two stages of the change process. This paper focuses on management implications based on the results of this study.