Contents -- Preface -- Acknowledgments -- Chapter 1 Public Administration and the New Public Management -- The Old Public Administration -- The New Public Management -- Engaging the Debate -- Chapter 2 The Roots of the New Public Service -- Democratic Citizenship -- Models of Community and Civil Society -- Organizational Humanism and the New Public Administration -- Postmodernism -- The New Public Service -- Chapter 3 Serve Citizens,Not Customers -- Civic Virtue and Democratic Citizenship -- Public Service as an Extension of Citizenship -- The Old Public Administration and Client Service -- The New Public Management and Customer Satisfaction -- The New Public Service and Quality Service for Citizens -- Conclusion -- Chapter 4 Seek the Public Interest -- What Is the Public Interest? -- The Old Public Administration and the Public Interest -- The New Public Management and the Public Interest -- The New Public Service and the Public Interest -- Conclusion -- Chapter 5 Value Citizenship over Entrepreneurship -- A Governance Perspective -- The Old Public Administration and the Administrator 's Role -- The New Public Management and the Administrator 's Role -- The New Public Service and the Administrator 's Role -- Conclusion -- Chapter 6 Think Strategically,Act Democratically -- Implementation in Historical Perspective -- The Old Public Administration and Implementation -- The New Public Management and Implementation -- The New Public Service and Implementation -- Conclusion -- Chapter 7 Recognize that Accountability Isn 't Simple -- The Classic Debate -- Administrative Responsibility: To Whom for What? -- The Old Public Administration and Accountability -- The New Public Management and Accountability -- The New Public Service and Accountability -- Conclusion -- Chapter 8 Serve Rather than Steer -- Changing Perspectives on Leadership.

The Old Public Administration and Executive Management -- The New Public Management and Entrepreneurship -- The New Public Service and Leadership -- Conclusion -- Chapter 9 Value People,Not Just Productivity -- Human Behavior in Organizations:Key Concepts -- Groups,Culture,and Democratic Administration -- The Old Public Administration: Using Control to Achieve Efficiency -- The New Public Management: Using Incentives to Achieve Productivity -- The New Public Service:Respecting Public Service Ideals -- Conclusion -- Chapter 10 The New Public Service in Action -- Listening to the City -The Rebuilding of New York -- Iowa 's Citizen-Initiated Performance Assessment -- National Park Service Civic Engagement Initiative -- New Public Service in Greenville, Wisconsin -- Civic Engagement Around the World -- The Future of the New Public Service -- Chapter 11 Conclusion -- References -- Index -- About the Authors.