Exploring Managerial Attitudes Toward Various Participation Mechanisms in Response to Citizen Satisfaction Signals on Public Service Quality
This study identifies the impacts of different citizen satisfaction signals (positive/negative) on managers’ agreement to use various participation channels. Citizen satisfaction with public service quality plays an essential role in managers’ accountability expectations. Accordingly, it is crucial...
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| Veröffentlicht in: | Administration & society 2022-05, Vol.54 (5), p.878-902 |
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| container_title | Administration & society |
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| creator | Oh, Youngmin Shin, Heontae Park, Jongsun |
| description | This study identifies the impacts of different citizen satisfaction signals (positive/negative) on managers’ agreement to use various participation channels. Citizen satisfaction with public service quality plays an essential role in managers’ accountability expectations. Accordingly, it is crucial to examine how public managers use participation mechanisms, reacting to citizen satisfaction signals on public service quality. The results confirm a negativity bias: Managers are more reactive to citizens’ negative signals than a positive signal in their service quality evaluations. However, the negative signal’s effect does not reach the participation tools, where the degree of their decision-making is highly delegated to citizens. |
| doi_str_mv | 10.1177/00953997211048396 |
| format | Article |
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| ispartof | Administration & society, 2022-05, Vol.54 (5), p.878-902 |
| issn | 0095-3997 1552-3039 |
| language | eng |
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| source | PAIS Index; Worldwide Political Science Abstracts; SAGE Journals Online; Alma/SFX Local Collection |
| subjects | Accountability Citizen participation Citizen satisfaction Decision making Participation Positivity bias Quality of service Satisfaction |
| title | Exploring Managerial Attitudes Toward Various Participation Mechanisms in Response to Citizen Satisfaction Signals on Public Service Quality |
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