Citizens Use of Social Media in Government, Perceived Transparency, and Trust in Government

Public Performance and Management Review

Volumn 39, Issue 2, 2016, Pages 430-453

  Song, Changsoo ^a   Lee, Jooho ^a  

^a UNIVERSITY OF NEBRASKA LINCOLN   (United States)

Author keywords

Perceived transparency; social media in government; trust in government

Indexed keywords

EID: 84950251782     PISSN: 15309576     EISSN: 15579271     Source Type: Journal    
DOI: 10.1080/15309576.2015.1108798     Document Type: Article

References (86)

1. Andersen, K. N., Henriksen, H. Z., Medaglia, R., Danziger, J. N., Sannarnes, M. K., Enemærke, M. (2010). Fads and facts of e-government: A review of impacts of e-government (2003-2009). International Journal of Public Administration, 33 (11), 564-579. doi: 10.1080/01900692.2010.517724
2. Baron, R. M., Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic and statistical considerations. Journal of Personality and Social Psychology, 51, 1173-1182. doi: 10.1037/0022-3514.51.6.1173
3. Berg, A. M. (2005). Creating trust A critical perspective on trust-enhancing efforts in public services. Public Performance & Management Review, 28, 465-486.
4. Berman, E. M. (1997). Dealing with cynical citizens. Public Administration Review, 57, 105-112.
5. Bertot, J. C., Jaeger, P. G., Grimes, J. M. (2010). Using ICTs to create a culture of transparency: E-government and social media as openness and anti-corruption tools for societies. Government Information Quarterly, 27, 264-271. doi: 10.1016/j.giq.2010.03.001
6. Blunch, N. (2008). Introduction to structural equation modeling using SPSS and AMOS. Thousand Oaks, CA: SAGE.
7. Bollen, K., Davis, W. (1994). Causal indicator models: Identification, estimation, and testing. Paper presented at the American Sociological Association Convention 1994, Miami, FL.
8. Bonson, E., Torres, L., Royo, S., Flores, F. (2012). Local e-government 2.0: Social media and corporate transparency in municipalities. Government Information Quarterly, 29, 123-132. doi: 10.1016/j.giq.2011.10.001
9. Bouckaert, G., Lægreid, P., Van de Walle, S. (2005). Trust, quality measurement models, and value chain monitoring. Public Performance & Management Review, 28, 460-464.
10. Brehm, J., Rahn, W. (1997). Individual-level evidence for the causes and consequences of social capital. American Journal of Political Science, 41, 999-1023. doi: 10.2307/2111684
11. Campbell, D. T., Fiske, D. W. (1959). Convergent and discriminant validation by the multitrait-multimethod matrix. Psychological Bulletin, 56 (2), 81-105. doi: 10.1037/h0046016
12. Chin, W. W. (1998). The partial least squares approach to structural equation modeling. In G. A. Marcoulides. (Ed.), Modern methods for business research (pp. 1295-1336). Mahwah, NJ: Lawrence Erlbaum.
13. Christensen, T., Laegreid, P. (2005). Trust in government: The relative importance of service satisfaction, political factors, and demography. Public Performance & Management Review, 28, 487-511.
14. Coleman, J. S. (1990). Foundations of social theory. Cambridge, MA: Belknap Press of Harvard University Press.
15. Cook, T. E., Gronke, P. (2005). The skeptical American: Revisiting the meanings of trust in government and confidence in institutions. Journal of Politics, 67, 784-803. doi: 10.1111/j.1468-2508.2005.00339.x
16. Criado, J. I., Sandoval-Almazan, R., Gil-Garcia, J. R. (2013). Government innovation through social media. Government Information Quarterly, 30, 319-326. doi: 10.1016/j.giq.2013.10.003
17. Curtin, D., Meijer, A. J. (2006). Does transparency strengthen legitimacy Information Polity: The International Journal of Government & Democracy in the Information Age, 11 (2), 109-122.
18. Denhardt, R. B., Denhardt, J. V. (2009). Public administration: An action orientation. Boston, MA: Wadsworth.
19. Diamantopoulos, A., Siguaw, J. A. (2006). Formative versus reflective indicators in organizational measure development: A comparison and empirical illustration. British Journal of Management, 17, 263-282. doi: 10.1111/j.1467-8551.2006.00500.x
20. Diamantopoulos, A., Riefler, P., Roth, K. P. (2008). Advancing formative measurement models. Journal of Business Research, 61 (12), 1203-1218. doi: 10.1016/j.jbusres.2008.01.009
21. Duggan, M., Ellison, N. B., Lampe, C., Lenhart, A., Madden, M. (2014). Social media update 2014. Pew Research Center. Available at http://www.pewinternet.org/files/2015/01/PI-SocialMediaUpdate20144.pdf
22. Efron, B. (1979). Bootstrap methods: Another look at the jackknife. Annals of Statistics, 7 (1), 1-26. doi: 10.1214/aos/1176344552
23. Espinal, R., Hartlyn, J., Morgan, J. (2006). Performance still matters: Explaining trust in government in the Dominican Republic. Comparative Political Studies, 39 (2), 200-223. doi: 10.1177/0010414005281933
24. Fairbanks, J., Plowman, K. D., Rawlins, B. L. (2007). Transparency in government communication. Journal of Public Affairs, 7, 23-37.
25. Fishbein, M., Ajzen, I. (1975). Belief, attitude, intention, and behavior: An introduction to theory and research. Reading, MA: Addison-Wesley.
26. Fisher, J., van Heerde, J., Tucker, A. (2010). Does one trust judgement fit all Linking theory and empirics. British Journal of Politics & International Relations, 12 (2), 161-188. doi: 10.1111/j.1467-856x.2009.00401.x
27. Fornell, C., Bookstein, F. L. (1982). Two structural equation models: LISREL and PLS applied to consumer exit-voice theory. Journal of Marketing Research, 19, 440-452. doi: 10.2307/3151718
28. Fornell, C., Larcker, D. F. (1981). Evaluating structural models with unobservable variables and measurement error. Journal of Marketing Research, 18 (1), 39-50. doi: 10.2307/3151312
29. Gabriel, O. W. (1995). Political efficacy and trust. In J. van Deth, & E. Scarbrough. (Eds.), The impact of values (pp. 357-389). Oxford, UK: Oxford University Press.
30. Ganapati, S., Reddick, C. G. (2014). The use of ICT for open government in U.S. municipalities: Perceptions of chief administrative officers. Public Performance & Management Review, 37, 365-387. doi: 10.2753/pmr1530-9576370302
31. Getha-Taylor, H. (2012). Cross-sector understanding and trust. Public Performance & Management Review, 36, 216-229. doi: 10.2753/pmr1530-9576360203
32. Grimmelikhuijsen, S. G. (2009). Do transparent government agencies strengthen trust Information Polity: The International Journal of Government & Democracy in the Information Age, 14 (3), 173-186.
33. Grimmelikhuijsen, S. G. (2011). Being transparent or spinning the message An experiment into the effects of varying message content on trust in government. Information Polity: The International Journal of Government & Democracy in the Information Age, 16 (1), 35-50.
34. Grimmelikhuijsen, S. G., Welch, E. W. (2012). Developing and testing a theoretical framework for computer-mediated transparency of local governments. Public Administration Review, 72, 562-571. doi: 10.1111/j.1540-6210.2011.02532.x
35. Grimmelikhuijsen, S. G., Porumbescu, G., Hong, B., Im, T. (2013). The effect of transparency on trust in government: A cross-national comparative experiment. Public Administration Review, 73 (4), 575-586. doi: 10.1111/puar.12047
36. Halachmi, A., Greiling, D. (2013). Transparency, e-government, and accountability. Public Performance & Management Review, 36, 572-584. doi: 10.2753/pmr1530-9576360404
37. Hardin, R. (2002). Trust and trustworthiness. New York: Russell Sage Foundation.
38. Henseler, J., Ringle, C. M., Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. Advances in International Marketing, 20, 277-320.
39. Holzer, M., Melitski, J., Rho, S.-Y., Schwester, R. (2004). Restoring trust in government: The potential of digital citizen participation. Washington, DC: IBM Center for the Business of Government. http://www.businessofgovernment.org/sites/default/files/HolzerReport.pdf
40. Hooghe, M. (2011). Why there is basically only one form of political trust. British Journal of Politics & International Relations, 13, 269-275. doi: 10.1111/j.1467-856x.2010.00447.x
41. Jöreskog, K., Goldberger, A. (1975). Estimation of a model with multiple indicators and multiple causes of a single latent variable. Journal of the American Statistical Association, 10, 631-639.
42. Jun, K.-N., Wang, F., Wang, D. (2014). E-government use and perceived government transparency and service capacity: Evidence from a Chinese local government. Public Performance & Management Review, 38, 125-151. doi: 10.2753/pmr1530-9576380106
43. Kampen, J. K., Van de Walle, S., Bouckaert, G. (2006). Assessing the relation between satisfaction with public service delivery and trust in government: The impact of the predisposition of citizens toward government on evaluations of its performance. Public Performance & Management Review, 29, 387-404.
44. Kaplan, A. M., Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of social media. Business Horizons, 53, 59-68. doi: 10.1016/j.bushor.2009.09.003
45. Kaplan, D. (2000). Structural equation modeling: Foundations and extensions. Thousand Oaks, CA: Sage.
46. Keele, L. (2007). Social capital and the dynamics of trust in government. American Journal of Political Science, 51, 241-254. doi: 10.1111/j.1540-5907.2007.00248.x
47. Kim, S., Lee, J. (2012). E-participation, transparency, and trust in local government. Public Administration Review, 72, 819-828. doi: 10.1111/j.1540-6210.2012.02593.x
48. Kramer, R. M. (1996). Divergent realities and convergent disappointments in the hierarchic relation: Trust and the intuitive auditor at work. In R. M. Kramer, & T. R. Tyler. (Eds.), Trust in organizations: Frontiers of theory and research (pp. 216-245). Thousand Oaks, CA: Sage.
49. Lederer, A. L, &, Sethi, V. (1992). Root causes of strategic information systems planning implementation problems. Journal of Management Information Systems, 9 (1), 25-45.
50. Lee, G., Kwak, Y. H. (2012). An open government maturity model for social media-based public engagement. Government Information Quarterly, 20 (1), 492-503. doi: 10.1016/j.giq.2012.06.001
51. MacCallum, R., Browne, M. (1993). The use of causal indicators in covariance structure models: Some practical issues. Psychological Bulletin, 114 (3), 533-541. doi: 10.1037/0033-2909.114.3.533
52. Mayer, R. C., Davis, J. H., Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20, 709-734. doi: 10.5465/amr.1995.9508080335
53. Meijer, A. (2013). Understanding the complex dynamics of transparency. Public Administration Review, 73, 429-439. doi: 10.1111/puar.12032
54. Mergel, I. (2013). A framework for interpreting social media interactions in the public sector. Government Information Quarterly, 30, 327-334. doi: 10.1016/j.giq.2013.05.015
55. Mergel, I., Bretschneider, S. I. (2013). A three-stage adoption process for social media use in government. Public Administration Review, 73, 390-400. doi: 10.1111/puar.12021
56. Michener, G., Bersch, K. (2013). Identifying transparency. Information Polity, 18, 233-242.
57. Mizrahi, S., Vigoda-Gadot, E., Cohen, N. (2009). Trust, participation, and performance in public administration: An empirical examination of health services in Israel. Public Performance & Management Review, 33, 7-33. doi: 10.2753/pmr1530-9576330101
58. Mizrahi, S., Vigoda-Gadot, E., Van Ryzin, G. (2010). Public sector management, trust, performance, and participation: A citizens survey and national assessment in the United States. Public Performance & Management Review, 34, 268-312. doi: 10.2753/pmr1530-9576340207
59. Moon, M. J. (2003). Can IT help government to restore public trust Declining public trust and potential prospects of IT in the public sector. Paper presented at the 35th Annual Hawaii International Conference on System Sciences, Big Island, HI. http://www.computer.org/csdl/proceedings/hicss/2003/1874/05/187450134a.pdf
60. Morgeson, F. V., III, VanAmburg, D., Mithas, S. (2011). Misplaced trust Exploring the structure of the e-government-citizen trust relationship. Journal of Public Administration Research and Theory, 21, 257-283. doi: 10.1093/jopart/muq006
61. Nakki, P., Back, A., Ropponen, T., Kronqvist, J., Hintikka, K. A., Harju, A.,., Kola, P. (2011). Social media for citizen participation. Helsinki, FI: VTT Technical Research Center. http://www.vtt.fi/inf/pdf/publications/2011/P755.pdf
62. Newton, K., Norris, P. (2000). Confidence in public institutions: Faith, culture or performance In S. J. Pharr, & R. D. Putnam. (Eds.), Disaffected democracies: Whats troubling the trilateral countries (pp. 52-73). Princeton, NJ: Princeton University Press.
63. Norris, D. F., Reddick, C. G. (2012). Local e-government in the United States: Transformation or incremental change Public Administration Review, 73, 165-175. doi: 10.1111/j.1540-6210.2012.02647.x
64. Preacher, K. J., Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, & Computers, 36, 717-731. doi: 10.3758/bf03206553
65. Purser, K. (2012). Using social media in local government: 2011 survey report. Sydney, AU: Australian Centre of Excellence for Local Government, University of Technology. http://www.acelg.org.au/system/files/publication-documents/1340860323-SocialMediaReport-web.pdf
66. Rousseau, D. M., Sitkin, S. B., Burt, R. S., Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23, 393-404. doi: 10.5465/amr.1998.926617
67. Scott, C. L., III. (1980). Interpersonal trust: A comparison of attitudinal and situational factors. Human Relations, 33, 805-812. doi: 10.1177/001872678003301103
68. Sharoni, S. (2012). E-citizenship. Electronic Media & Politics, 1 (8), 119-135.
69. Shrout, P. E., Bolger, N. (2002). Mediation in experimental and nonexperimental studies: New procedures and recommendations. Psychological Methods, 7, 422-445. doi: 10.1037//1082-989x.7.4.422
70. Smith, A. (2010). Government online: The internet gives citizens new paths to government services and information. Pew Research Center. Available at http://www.pewinternet.org/files/old-media//Files/Reports/2010/PIP-Government-Online-2010-with-topline.pdf
71. Smith, A. (2013). Smartphone ownership-2013 update. Pew Research Center. Available at http://www.pewinternet.org/files/old-media//Files/Reports/2013/PIP-Smartphone-adoption-2013-PDF.pdf
72. Smith, M. L. (2011). Limitations to building institutional trustworthiness through e-government: A comparative study of two e-services in Chile. Journal of Information Technology & Politics, 26 (1), 78-93. doi: 10.1057/jit.2010.17
73. Snead, J. T. (2013). Social media use in the U.S. executive branch. Government Information Quarterly, 30, 56-63. doi: 10.1016/j.giq.2012.09.001
74. Straub, D. W. (1989). Validating instruments in MIS research. MIS Quarterly, 13 (2), 147-169. doi: 10.2307/248922
75. Thomas, C. W. (1998). Maintaining and restoring public trust in government agencies and their employees. Administration and Society, 30 (2), 166-193. doi: 10.1177/0095399798302003
76. Tolbert, C. J., Mossberger, K. (2006). The effects of e-government on trust and confidence in government. Public Administration Review, 66, 354-369. doi: 10.1111/j.1540-6210.2006.00594.x
77. United Nations. (2012). E-government survey 2012: E-government for the people. Available at http://unpan3.un.org/egovkb/Portals/egovkb/Documents/un/2012-Survey/unpan048065.pdf
78. Urbach, N., Ahlemann, F. (2010). Structural Equation modeling in information systems research using partial least squares. Journal of Information Technology Theory and Application, 11 (2), 5-40.
79. Van de Walle, S., Bouckaert, G. (2003). Public service performance and trust in government: The problem of causality. International Journal of Public Administration, 26 (8-9), 891-913. doi: 10.1081/pad-120019352
80. Vigoda-Gadot, E. (2006). Citizens perceptions of politics and ethics in public administration: A five-year national study of their relationship to satisfaction with services, trust in governance, and voice orientations. Journal of Public Administration Research and Theory, 17, 285-305. doi: 10.1093/jopart/muj018
81. Welch, E. W., Hinnant, C. C., Moon, M. J. (2005). Linking citizen satisfaction with e-government and trust in government. Journal of Public Administration Research and Theory, 15, 371-391.
82. West, D. M. (2004). E-government and the transformation of service delivery and citizen attitudes. Public Administration Review, 64 (1), 15-27. doi: 10.1111/j.1540-6210.2004.00343.x
83. Worthy, B. (2010). More open but not more trusted The effect of the Freedom of Information Act 2000 on the United Kingdom Central Government. Governance, 23 (4), 561-582. doi: 10.1111/j.1468-0491.2010.01498.x
84. Yang, K., Callahan, K. (2005). Assessing citizen involvement efforts by local governments. Public Performance & Management Review, 29, 191-216.
85. Yang, K., Holzer, M. (2006). The performance-trust link: Implications for performance measurement. Public Administration Review, 66 (1), 114-126. doi: 10.1111/j.1540-6210.2006.00560.x
86. Zavattaro, S. M., Sementelli, A. J. (2014). A critical examination of social media adoption in government: Introducing omnipresence. Government Information Quarterly, 31, 257-264. doi: 10.1016/j.giq.2013.10.007