Experimental evidence on the determinants of citizens' expectations toward public services.

We conducted three randomized experiments to investigate whether and to what extent citizens' expectations toward waiting times for public service delivery are influenced by reference points, either in the form of social or numerical references. Consistent with our theoretical expectations, our resu...

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Bibliographic Details

Published in:	Public Administration Review Vol. 85; no. 1; pp. 176 - 192
Main Authors:	Bellé, Nicola, Belardinelli, Paolo, Cucciniello, Maria, Nasi, Greta
Format:	Article
Published:	Wiley-Blackwell Jan2025
Subjects:	Public services Citizens Citizen satisfaction
Online Access:	View this record in EBSCOhost