Extending upper echelon theory to top managers' characteristics, management practice, and quality of public service in local government

Using survey and secondary data from Korean local public institutions, we tested the effects of top managers' characteristics on the quality of public service (QoPS) provided by local public institutions through top managers' internal and external management practices, based on the upper echelon theory. We found that the greater the top managers' expertise, the higher the QoPS. Furthermore, we found that top managers' internal management practices that involve communicating with employees to improve their well-being, resolve their complaints, motivate them, and increase their self-development all mediated the positive relationship between top managers and QoPS. These findings emphasise the importance of top managers' individual characteristics (e.g., experienced expertise) and internal management practices in achieving public service of high quality in local government.