This study further expands current knowledge on responsiveness in the public administration field and examines factors that contribute to more responsive public service delivery networks. This research reconceptualized the concept of responsiveness under the lens of New Public Governance as a legitimate democratic public value and answered the following research questions: What constructs constitute to the concept of public service responsiveness? How can public service responsiveness be measured at the network level? Does the complexity of public service provision affect perceived public service network responsiveness? How do collaborative processes across network partners, community support, and resource munificence affect the responsiveness of public delivery networks? The study utilized a multi-method case study approach. The case of the study is focused on the cross-sector efforts in response to the crisis, caused by the massive displacement of the Puerto Rican population to Central Florida after Hurricane Maria. The data was collected using surveys administrated to the displaced population, and interviews conducted with the managers of service delivery organizations. Using quantitative methods, this study developed a valid and reliable model for measuring perceived public service network responsiveness, which is built on the constructs that include the sufficiency of service provision, dignity, clarity of communication and public engagement. The findings suggested that the displaced population that sought a higher number of low complexity services had a more negative perception of public service network responsiveness. The study suggested that negative perception in low complexity service provision can be caused by the low capability of the public service system and low level of public input, and can be characterized as "consumeristic" approach. The qualitative findings showed that collaborative processes can affect the responsiveness of public service networks. Increased community support proved to be a positive factor for public service network responsiveness, while a lack of flexible funding is a negative factor for public service network responsiveness.


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Graduation Date





Bryer, Thomas


Doctor of Philosophy (Ph.D.)


College of Community Innovation and Education

Degree Program

Public Affairs; Public Administration









Release Date

December 2020

Length of Campus-only Access

1 year

Access Status

Doctoral Dissertation (Open Access)