000			01746nam a22001577a 4500
999			_c511743 _d511743
008			191007b ||||| |||| 00| 0 eng d
100			_aHjortskov, Morten _912005
245			_aCitizen expectations and satisfaction over time: Findings from a large sample panel survey of public school parents in Denmark
260			_bAmerican Review of Public Administration
300			_a49(3), Apr, 2019: p.353-371.
520			_aExpectations are thought to affect how citizens form their attitudes and behavior toward public services. Such attitudes may include citizen satisfaction, where expectations play a fundamental role, and relevant behaviors include choice of services and the decision to voice opinions about them. However, there are few investigations into what drives citizen expectations and even fewer that consider these relationships across time. This article tests whether prior expectations, perceived performance, and citizen satisfaction influence future expectations, using a unique dataset that follows individual citizens across two subsequent school satisfaction surveys from 2011 and 2013. The results show that prior expectations have a large and consistent influence on future expectations, as predicted by the literature, whereas the influence from prior perceived performance seems less consistent. Prior satisfaction may also influence future expectations, although the effect is minor. The results indicate that citizens’ expectations are rather stable across time and may contain normative values and beliefs about how public services should perform. - Reproduced.
650			_aCitizen satisfaction _912000
773			_aAmerican Review of Public Administration
906			_aPublic education - Denmark
942			_cAR