Rational and ritualistic use of key performance indicators in hybrid organizations

Abstract

This paper shows how and why a mandated (statutory) set of network key performance indicators (KPIs) was used by network actors, distinguishing between rational and ritualistic use. The authors carried out an exploratory case study on a representative example of hybrid organizations: a mandated public network for local public transport. Results highlight that mandated network KPIs have multiple and divergent uses, from a minimal rational use to a more common ritualistic and decoupled use.

Keywords:

• Decoupling
• hybrid organizations
• key performance indicators
• public networks

Additional information

Notes on contributors

Deborah Agostino

Deborah Agostino is an Assistant Professor in the Department of Management, Economics and Industrial Engineering, Politecnico di Milano, Italy.

Michela Arnaboldi

Michela Arnaboldi is a Full Professor in the Department of Management, Economics and Industrial Engineering, Politecnico di Milano, Italy.