Experimental evidence on the determinants of citizens' expectations toward public services (Record no. 530090)
[ view plain ]
| 000 -LEADER | |
|---|---|
| fixed length control field | 01427nam a22001337a 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 250527b ||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Bellé, Nicola Belardinelli, Paolo Cucciniello, Maria and Nasi, Greta |
| 245 ## - TITLE STATEMENT | |
| Title | Experimental evidence on the determinants of citizens' expectations toward public services |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Place of publication, distribution, etc | Public Administration Review |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 85(1), Jan-Feb, 2025: p.176-191 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | We conducted three randomized experiments to investigate whether and to what extent citizens' expectations toward waiting times for public service delivery are influenced by reference points, either in the form of social or numerical references. Consistent with our theoretical expectations, our results provide convergent evidence of reference dependence. Specifically, informing citizens that waiting times are longer (shorter) relative to a social reference causes an increase (decrease) in expected waiting times. Additionally, due to an anchoring bias, priming citizens with a higher numerical value for waiting times extends their expected waiting times. Furthermore, in line with the expectancy-disconfirmation model, citizens' satisfaction with the service is causally impacted by the extent to which actual performance exceeds their expectations.- Reproduced https://onlinelibrary.wiley.com/doi/10.1111/puar.13775 |
| 773 ## - HOST ITEM ENTRY | |
| Main entry heading | Public Administration Review |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Item type | Articles |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Permanent location | Current location | Date acquired | Serial Enumeration / chronology | Barcode | Date last seen | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|---|
| Indian Institute of Public Administration | Indian Institute of Public Administration | 2025-05-27 | 85(1), Jan-Feb, 2025: p.176-191 | AR135919 | 2025-05-27 | Articles |