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.
In this new paper in the Journal of Service Management I develop a research agenda for studying public service failure alongside private service failure. The paper ‘When public services fail: a research agenda on public service failure’ shows that service failures in a public and a private context are different. There are different failure types and different standards of failure. Public management literature mainly studies collective and political reactions to service failure, whereas the private service management literature tends to focus on individual reactions. Finally, attention for service recovery was found to be very limited in the public services literature.
Theory and Practice of Public Sector Reform offers readers differing theoretical perspectives to help examine the process of public sector reform, combined with an overview of major trends in the core areas of the functioning of the public sector. Essential for students of public sector reform, with contributions by Olsen, Hood, Bouckaert. Osborne, Klijn, Peters and many others, written as a liber amicorum for Walter Kickert,
In this article in the Political Studies Review with Dion Curry, we use bibliometric analysis to track the breadth and depth of the concept of New Public Management as it has developed in the 25 years since the coining of the term, in order to provide a deeper understanding of how academics have engaged with the subject. It looks at the breadth of the literature in terms of whether it has spread to new journals or academic disciplines and depth in terms of whether articles on New Public Management engage with new research on the subject. It is shown that the breadth of the literature has increased, but there has been no significant deepening. Download here: A bibliometrics approach to understanding conceptual breadth, depth and development: The case of New Public Management. Political Studies Review.
The final volume of the COCOPS project has now been published. With 42 authors, 17 countries covered, and based on a survey of 6700 top civil servants in Europe it offers a comprehensive empirical overview of current public sector reforms in Europe. Click here for the leaflet and for the publisher’s website. This book explores the impacts of New Public Management (NPM)-style reforms in Europe from a uniquely comparative perspective. It examines and analyses empirical findings regarding the dynamics, major trends and tools of administrative reforms, with special focus on the diversity of top executives’ perceptions about the effects of those reforms.