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Title:Determinants of service quality in bureaucracy: Parkinson's theory at work PDF Logo
Authors:Jochimsen, Beate
Issue Date:2007
Series/Report no.:Diskussionsbeiträge des Fachbereichs Wirtschaftswissenschaft der Freien Universität Berlin 2007/11
Abstract:Parkinson’s law states that work expands to fill the time available for its completion and that the number of administrators in an office is bound to increase over time. An unique laboratory to test Parkinson’s ideas are vehicle registration offices in Germany. Using their data we found empirical support for Parkinson’s law: First, service quality is no better in offices that have more staff per case. Second, service quality is worse if the service procedure is disaggregated into multiple smaller sub-services. Third, the staff size is a convex function of the number of customers. These results are robust to specifications in various alternative models.
Parkinson’s law
Waiting time
Service Quality
Queueing Theory
Document Type:Working Paper
Appears in Collections:Diskussionsbeiträge, FB Wirtschaftswissenschaft, FU Berlin

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