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.
As part of the NWO vidi project on the interaction between public officials an citizens, we just published this systematic review in ARPA on organizational socialization in public administration. Organizational socialization is the process of mutual adaptation between an organization and its new members. We are now collecting panel data in two national tax administrations. A preprint is also available.
In this new paper in PPMR, we look at whether public managers´ trust (perceived ability, benevolence, integrity) in the organisation that creates performance metrics influences their internal and external use of performance information. The analysis uses data from Chinese local government.
In this article for JEPP, we used the codebook of the Comparative Agenda Setting Project to code the content of special Eurobarometers. We found a steep increase and a curvilinear pattern: public opinion is rarely invited in areas of exclusive European Union competencies and exclusive national competencies. Most special Eurobarometers focus on shared competencies. Citizens are almost never asked about expenditure programmes and never on immigration. Haverland, M., De Ruiter, M., & Van de Walle, S. (2016), Agenda setting by the Commission. Seeking public opinion? Journal of European Public Policy.
On Oct. 4, the Citadel H2020 project was formally launched. Citadel stands for ‘Empowering Citizens to TrAnsform European PubLic Administrations‘. Coordinated by Tecnalia, KU Leuven is a major partner in this new project. My team will study civil servants’ willingness to engage citizens and their ability to use new technologies.
A version of the dataset from the COCOPS top public executive survey, with responses from over 7000 top central government executives in 21 countries, on public sector reform, managerial tools and behaviours, is now available open access through the Gesis social science data archive. Some restrictions still apply to the full dataset. Please use the data, and the COCOPS researchers are open to all kinds of research collaborations.