Abstract
This article looks at the link and relationship of two popular concepts in the public arena: consumerism and quality services. It then examines how and why they are integrated into a generic set of service quality standards (SQS) which forms the crux of a service performance monitoring system (SPMS). They in turn form the basis of acceptable measures and feasible instruments for political accountability of the government Social Welfare Department and 180-plus NGOs for an extensive range of subvented personal social services in Hong Kong. The stewardship theory is advanced as an empirical and also an appropriate normative model to underpin the contracting relationship between the government and the nonprofit organizations in implementing the human services. The issues of culture change through the top-down social engineering for quality movement for these NGOs are also sketched.
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