Performance Information and Citizen Service Attitudes: Do Cost Information and Service Use Affect the Relationship?

International Public Management Journal

Volumn 18, Issue 2, 2015, Pages 228-245

  Baekgaard, Martin ^a  

^a AARHUS UNIVERSITY   (Denmark)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84931411751     PISSN: 10967494     EISSN: None     Source Type: Journal    
DOI: 10.1080/10967494.2015.1022676     Document Type: Article

References (43)

1. P.D.Allison, 2009. Fixed Effects Regression Models. Thousand Oaks, CA: Sage.
2. M.Baekgaard,, J.Blom-Hansen, and S.Serritzlew. 2013. “Fiscal Illusion: Information or Framing Effect?” Paper presented at the 2013 Public Management Research Conference, Madison, WI, June 20.
3. T.Boeri, and G.Tabellini. 2012. “Does Information Increase Support for Pension Reform?” Public Choice 150: 327–362.
4. G.A.Boyne,, O.James, P.John, and N.Petrovsky. 2009. “Democracy and Government Performance: Holding Incumbents Accountable in English Local Governments.” Journal of Politics 71: 1273–1284.
5. T.Brown, 2007. “Coercion Versus Choice: Citizen Evaluations of Public Service Quality Across Methods of Consumption.” Public Administration Review 67(3): 559–572.
6. D.Chong, and J.N.Druckman. 2007. “Framing Theory.” Annual Review of Political Science 10(1): 103–126.
7. D.Chong, and J.N.Druckman. 2013. “Counterframing Effects.” The Journal of Politics 75: 1–16.
8. K.Dowding, and P.John. 2012. Exits, Voices and Social Investments: Citizens Reaction to Public Services. Cambridge: Cambridge University Press.
9. A.O.Hirschman, 1970. Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States. Cambridge, MA: Harvard University Press.
10. A.T.K.Ho, 2011. “Reporting Public Perfromance Information: The Promise and Challenges of Citizen Involvement.” Pp. 196–214 in W. van Dooren and S. van de Walle, eds., Performance Information in the Public Sector: How It Is Used. Houndsmills, UK: Palgrave MacMillan.
11. W.Howell, and M.West. 2008. “Is the Price Right? Probing Americans’ Knowledge of School Spending.” Education Next 8(3): 37–41.
12. O.James, 2007. “Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services.” Journal of Public Administration Research and Theory 19: 107–123.
13. O.James, 2011a. “Managing Citizens’ Expectations of Public Service Performance: Evidence from Observation and Experimentation in Local Government.” Public Administration 89(4): 1419–1435.
14. O.James, 2011b. “Performance Measures and Democracy: Information Effects on Citizens in Field and Laboratory Experiments.” Journal of Public Administration Research and Theory 21(3): 399–418.
15. O.James, and P.John. 2007. “Public Management at the Ballot Box: Performance Information and Electoral Support for Incumbent English Local Governments.” Journal of Public Administration Research and Theory 17: 567–580.
16. O.James, and A.Moseley. 2014. “Does Performance Information about Public Services Affect Citizens’ Perceptions, Satisfaction, and Voice Behavior? Field Experiments with Absolute and Relative Performance Information.” Public Administration 92(2): 493–511.
17. J.M.Kelly, and D.Swindell. 2003. “The Case for the Inexperienced User: Rethinking Filter Questions in Citizen Satisfaction Surveys.” American Review of Public Administration 33(1): 91–108.
18. A.Kroll, 2015. “Drivers of Performance Information Use: Systematic Literature Review and Directions for Future Research.” Public Performance & Management Review 38(3): 459–486.
19. W.E.Lyons,, D.Lowery, and R.H.DeHoog. 1992. The Politics of Dissatisfaction. Armonk, NY: M.E. Sharpe.
20. R.McDermott, 2005. “Experiments, Political Science.” Encyclopedia of Social Measurement: 901–909.
21. F.V.MorgesonIII, 2013. “Expectations, Disconfirmation, and Citizen Satisfaction with the US Federal Government: Testing and Expanding the Model.” Journal of Public Administration Research and Theory 23(2): 289–305.
22. P.B.Mortensen, 2006. The Impact of Public Opinion on Public Policy. Aarhus: Politica.
23. D.P.Moynihan, 2006. “What Do We Talk About When We Talk About Performance? Dialogue Theory and Performance Budgeting.” Journal of Public Administration Research and Theory 16: 151–168.
24. D.P.Moynihan, 2008. The Dynamics of Performance Management: Constructing Information and Reform. Washington, DC: Georgetown University Press.
25. D.P.Moynihan, and D.P.Hawes. 2012. “Responsiveness to Reform Values: The Influence of the Environment on Performance Information Use.” Public Administration Review 72: 95–105.
26. D.C.Mutz, 2011. Population-Based Survey Experiments. Princeton, NJ: Princeton University Press.
27. P.A.Nielsen, and M.Baekgaard. 2015. “Performance Information, Blame Avoidance, and Politicians’ Attitudes to Spending and Reform: Evidence from an Experiment.” Journal of Public Administration Research and Theory 25(2): 545–569.
28. A.L.Olsen, 2013. “Leftmost-Digit-Bias in an Enumerated Public Sector? An Experiment on Citizens’ Judgment of Performance Information.” Judgment and Decision Making 8(3): 365–371.
29. T.H.Poister, and G.T.Henry. 1994. “Citizen Ratings of Public and Private Service Quality: A Comparative Perspective.” Public Administration Review 54(2): 155–160.
30. W.R.Shadish,, T.D.Cook, and D.T.Campbell. 2002. Experimental and Quasi-Experimental Designs for Generalized Causal Inference. Belmont, CA: Wadsworth Cengage Learning.
31. W.D.Simonsen, and M.D.Robbins. 2000. “The Influence of Fiscal Information on Preferences for City Services.” The Social Science Journal 37(2): 195–214.
32. R.Slothuus, and C.H.de Vreese. 2010. “Political Parties, Motivated Reasoning, and Issue Framing Effects.” The Journal of Politics 72: 630–645.
33. R.Stubager, and R.Slothuus. 2012. “What Are the Sources of Political Parties’ Issue Ownership? Testing Four Explanations at the Individual Level.” Political Behavior 35: 567–588.
34. C.Tiebout, 1956. “A Pure Theory of Local Expenditures.” The Journal of Political Economy 64(5): 416–424.
35. S.Van de Walle, and A.Roberts. 2011. “Publishing Performance Information: An Illusion of Control?” Pp. 215–230 in W.van Dooren and S.van de Walle eds., Performance Information in the Public Sector: How It Is Used. Houndsmills, UK: Palgrave MacMillan.
36. G.G.Van Ryzin, 2004. “Expectations, Performance, and Citizen Satisfaction with Urban Services.” Journal of Policy Analysis and Management 23: 433–448.
37. G.G.Van Ryzin, 2013. “An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction.” Journal of Policy Analysis and Management 32(3): 597–614.
38. G.G.Van Ryzin, and E.Charbonneau. 2010. “Public Service Use and Perceived Performance: An Empirical Note on the Nature of the Relationship.” Public Administration 88(2): 551–563.
39. S.Welch, 1985. “The ‘More for Less’ Paradox: Public Attitudes on Taxing and Spending.” Public Opinion Quarterly 49: 310–316.
40. S.Winter, and P.E.Mouritzen. 2001. “Why People Want Something for Nothing: The Role of Asymmetric Illusions.” European Journal of Political Research 39: 109–143.
41. J.Wittrup,, K.Houlberg, A.L.T.Jordan, and P.Bogetoft. 2013. Notat om Kommunal Benchmarking: Service og Produktivitet i 94 Kommuner [Note on Municipal Benchmarking: Service and Productivity in 94 Danish Municipalities]. Copenhagen: Produktivitetskommissionen.
42. C.Wlezien, 1995. “The Public as Thermostat: Dynamics of Preferences for Spending.” American Journal of Political Science 39(4): 981–1000.
43. J.M.Wooldridge, 2009. Introductory Econometrics: A Modern Approach, 4th ed. Mason, OH: South-Western Cengage Learning.