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Qualitative and Quantitative Validation of Tools with Rating Scales Aimed at Assessing the Quality of University Service-Learning

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A Multidimensional Reputation Barometer for Public Agencies: A Validated Instrument.

Sjors Overman¹, Madalina Busuioc², Matthew Wood³

¹Utrecht University.

Public Administration Review

|July 3, 2020

Summary

A new survey instrument effectively measures public agency reputation and its components. Direct stakeholder contact is crucial for evaluating distinct reputation dimensions, guiding effective reputation management.

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Area of Science:

Public Administration
Organizational Reputation
Stakeholder Theory

Background:

Reputation is increasingly critical in public bureaucracy studies.
Existing reputation measurement tools lack subdimensional discernment and real-world validation.
A validated instrument is needed to measure public agency reputation and its drivers.

Purpose of the Study:

To develop and validate a survey instrument for measuring public agency reputation.
To discern between the subdimensions of reputation for public organizations.
To provide practitioners with a tool for differentiated reputation measurement.

Main Methods:

Deductive development and empirical testing of a survey instrument.
Cross-validation through two surveys of 2,100 key stakeholders of the European Chemicals Agency.
Analysis of direct stakeholder contact's impact on reputation dimension evaluation.

Main Results:

The validated survey instrument successfully measures an agency's reputation and its building blocks.
Direct stakeholder contact with the agency is necessary for independent evaluation of reputation dimensions.
Both performance and procedural/moral aspects significantly influence public agency reputation.

Conclusions:

The developed scale allows scholars to distinguish and measure reputation aspects of public organizations.
Public agencies need to balance performance with procedural and moral considerations for a positive image.
Practitioners can use this 'reputation barometer' for targeted reputation management among stakeholders.