Coercion versus Choice: Citizen Evaluations of Public Service Quality across Methods of Consumption.
Treating all respondents to citizen satisfaction surveys as “customers” risks misinterpreting the findings and misguiding managerial decision making. Citizen evaluations of the quality of public services are likely to vary based on whether citizens have a direct or indirect relationship to the servi...
| Publicado en: | Public Administration Review Vol. 67; no. 3; pp. 559 - 573 |
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| Formato: | Artículo |
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Wiley-Blackwell
May2007
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| Acceso en línea: | Ver este registro en EBSCOhost |
| fields | @attributes: recordID: 1 pdfLink: plink: https://search.ebscohost.com/login.aspx?direct=true&db=ssf&AN=25353685&site=ehost-live header: @attributes: shortDbName: ssf uiTerm: 25353685 longDbName: Social Sciences Full Text (H.W. Wilson) uiTag: AN controlInfo: bkinfo: jinfo: jid: 00333352 PBA jtl: Public Administration Review issn: 00333352 maglogo: Y pubinfo: dt: May2007 vid: 67 iid: 3 pid: 480 pub: Wiley-Blackwell artinfo: ui: 25353685 10.1111/j.1540-6210.2007.00737.x ppf: 559 ppct: 14 formats: fmt: – @attributes: type: T – @attributes: type: P size: 155KB tig: atl: Coercion versus Choice: Citizen Evaluations of Public Service Quality across Methods of Consumption. aug: au: Brown, Trevor affil: The Ohio State University su: Municipal services Citizenship Customer satisfaction Public sector Performance management Public administration research sug: subj: Municipal services Citizenship Customer satisfaction Public sector Administration of Air and Water Resource and Solid Waste Management Programs Administration of Urban Planning and Community and Rural Development Administration of Public Health Programs Other local, municipal and regional public administration Administration of Housing Programs Other General Government Support Performance management Public administration research ab: Treating all respondents to citizen satisfaction surveys as “customers” risks misinterpreting the findings and misguiding managerial decision making. Citizen evaluations of the quality of public services are likely to vary based on whether citizens have a direct or indirect relationship to the service. Furthermore, citizens are likely to rate services differently based on whether they consume the services as a result of coercion or choice, although the quality of the interaction shapes the impact of the type of interaction. Based on a series of empirical analyses, this paper demonstrates that recipients who have superior-quality interactions with providers are likely to report high ratings for elective services, whereas citizens who have poor-quality interactions are likely to report low ratings for coercive services. In this way, the quality of the interaction influences citizens’ predispositions to rate services high or low based on whether they consume the service by choice or coercion. pubtype: Academic Journal doctype: Article src: R language: English refInfo: copyright: @attributes: flag: N holdings: @attributes: islocal: N |
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