The DOI matches its Crossref record; 55 of the 55 references it cites were found in a registry or an index.
DOES PERFORMANCE INFORMATION ABOUT PUBLIC SERVICES AFFECT CITIZENS' PERCEPTIONS, SATISFACTION, AND VOICE BEHAVIOUR? FIELD EXPERIMENTS WITH ABSOLUTE AND RELATIVE PERFORMANCE INFORMATION
Abstract
We evaluate a theory of the effects of publishing performance information on citizens' collective voice to local providers about public service performance and the perceptions and attitudes that influence their voice. Field experiments show that information about low absolute and relative performance of local government household waste recycling services lowers citizens' perceptions of performance, and information about high absolute and relative performance raises perceived performance. Relative information makes citizens judge local providers as being more responsible for outcomes in the case of high performance, suggesting that systems for comparative performance reporting increase local accountability for outcomes. Negativity bias is evident, with information about low absolute performance reducing citizens' satisfaction but information about high performance not raising satisfaction. Information about low performance did not trigger collective voice protest behaviour as hypothesized, suggesting that providers who need citizens' collective voice the most do not get it.
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A theory of social comparison processes
Festinger, L. (1954) · Human Relations · doi:10.1177/001872675400700202 · Cited by 20,926
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Tullock, G., & Hirschman, A. O. (1970) · The Journal of Finance · doi:10.2307/2325604 · Cited by 10,904
Satisfaction and comparison income
Clark, A. E., & Oswald, A. J. (1996) · Journal of Public Economics · doi:10.1016/0047-2727(95)01564-7 · Cited by 2,948
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Why Measure Performance? Different Purposes Require Different Measures
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Mussweiler, T. (2003) · Psychological Review · doi:10.1037/0033-295x.110.3.472 · Cited by 1,350
Incumbent Behavior: Vote Seeking, Tax Setting and Yardstick Competition
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Field Experiments: Design, Analysis, and Interpretation
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Cited by
Battaglio, R. P., Belardinelli, P., Bellé, N., & Cantarelli, P. (2019) · Public Administration Review · doi:10.1111/puar.12994 · Cited by 312
Bouwman, R., & Grimmelikhuijsen, S. (2016) · International Journal of Public Sector Management · doi:10.1108/ijpsm-07-2015-0129 · Cited by 95
Spáč, P., Voda, P., & Zagrapan, J. (2018) · Government Information Quarterly · doi:10.1016/j.giq.2018.05.003 · Cited by 57
Porumbescu, G. A., & Grimmelikhuijsen, S. (2018) · The American Review of Public Administration · doi:10.1177/0275074017734642 · Cited by 49
What drives the perceived legitimacy of collaborative governance? An experimental study
Lee, S., & Esteve, M. (2023) · Public Management Review · doi:10.1080/14719037.2022.2026692 · Cited by 45
Metadata
- Authors
- JAMES, O., & MOSELEY, A.
- Venue
- Public Administration
- Publisher
- Wiley
- Published
- 2014-03-20
- Volume
- 92
- Issue
- 2
- Pages
- 493-511
- ISSN
- 0033-3298 (ISSN-L)
- 1467-9299
- OpenAlex
- W1562493923
- Cited by
- 268
- References
- 55
- FWCI
- 64.35
- Type
- journal article
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: DOES PERFORMANCE INFORMATION ABOUT PUBLIC SERVICES AFFECT CITIZENS' PERCEPTIONS, SATISFACTION, AND VOICE BEHAVIOUR? FIELD EXPERIMENTS WITH ABSOLUTE AND RELATIVE PERFORMANCE INFORMATION. https://app.cochat.ai/papers/10.1111/padm.12066
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- JAMES, O., & MOSELEY, A. (2014). DOES PERFORMANCE INFORMATION ABOUT PUBLIC SERVICES AFFECT CITIZENS' PERCEPTIONS, SATISFACTION, AND VOICE BEHAVIOUR? FIELD EXPERIMENTS WITH ABSOLUTE AND RELATIVE PERFORMANCE INFORMATION. Public Administration. https://doi.org/10.1111/padm.12066
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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