Monthly Archives: June 2017

H2020 TROPICO started

The new H2020 TROPICO project (TRansforming into OPen, Innovative, and Collaborative Governments) looks at collaboration in the public sector. The goal of the project is to examine how public administrations are transformed to enhance collaboration in policy design and service delivery, advancing the participation of public, private and societal actors. The project has a special focus on e-government and digital services. The project received 4.75 million Euro, and the University of Bergen (UiB) is the coordinator of the project. The other project partners are: Erasmus Universiteit Rotterdam (The Netherlands), Hertie School of Governance (Germany), Tallinna Tehnikaulikool (Estonia), Universidad de Zaragoza (Spain), Catholic University of Leuven (Belgium), University of Antwerp (Belgium), Roskilde University (Denmark), Kozep-Europai Egyetem (Hungary), Cardiff University (United Kingdom), Centre National de la Recherche Scientifique (France) and Universität Potsdam (Germany)

Experiments on recovery and compensation after service failure

After a service failure, citizens expect a recovery strategy that restores perceived justice and places a reasonable value on their loss. Offering monetary compensation is a strategy commonly used in private settings, but less so in public settings. Results of our experiments showed that compensation leads to similar positive effects in public and private settings confirming earlier private setting research that applied justice theory. Explicitly promising compensation prior to a service encounter had no effect. However, promising compensation and not offering it led to decreased citizens’ evaluations, which confirms expectancy disconfirmation theory.  Preprint of this paper with Thomassen, Leliveld and Ahaus on Researchgate. Soon out in Public Administration.