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.
In this paper in IJPSM we study public preferences for public procurement practices. The paper looks into public support for cost-effectiveness, discriminatory procurement in favour of domestic suppliers and sustainable procurement, using opinion data from 27 countries. Read it here or here (pre-print). The paper is part of a special issue about public procurement as a policy tool.
I´m currently looking to recruit a PhD student (paid position). In the project we will study what drives civil servants´ willingness, incentives and ability to collaborate with other actors in processes of policy design and service delivery. More information on http://icts.kuleuven.be/apps/jobsite/vacatures/54139644#close
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.
I contributed a chapter on trust in public services to the report ´Trust at risk: implications for EU policies and institutions´, edited by the European Commission´s DG Research. It identifies signals that trust may be at risk, and what may happens when trust declines. Download the full report here.
The financial crisis forces public managers to implement cutbacks within their organization. In this new paper, to appear in PMR, Eduard Schmidt, Sandra Groenveld and I argue that adopting a change management perspective contributes to our understanding of cutback management by adding a focus on managerial behaviour regarding cutback-related organizational changes. Relying on change management literature, this paper develops a framework for the analysis of cutback management connecting the context, content, process, outcomes and leadership of cutback-related change.
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.
I have a vacancy for a PhD position – as part of a European project – Empowering citizens to transform public administration – BAP-2016-528