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Public sector services are audited, measured and ranked in order to improve quality and transparency and to prompt organizations to conform to normative definitions of quality. In Swedish eldercare, a nationwide user survey distributed by the public authorities to all eldercare users, designed to gauge user satisfaction, is a prominent example of this form of soft governance. The aim of the present...
The emergence of User-Generated-Content (UGC) is challenging the equilibrium of reputation management practices prompting widespread change and organizational restructuring. Formal accreditation schemes mingle with less formal mechanisms which place users in the middle making them draw their own conclusions about products and services. This paper explores how UGC reviews and ratings have intensified...
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