000			01605nam a22001457a 4500
999			_c517463 _d517463
008			210715b ||||| |||| 00| 0 eng d
100			_aPeeters, Rik and Gofen, Anat _926680
245			_aGaming the system: Responses to dissatisfaction with public services beyond exit and voice
260			_aPublic Administration: An International Quarterly
300			_a98(4), Dec, 2020: p.824-839
520			_aCitizens' responses to dissatisfaction with public services are often portrayed as following one of four distinct patterns, each consistent with current provision structures: exit, voice, loyalty or neglect (EVLN). Citizens may also initiate efforts to access public services through more subversive supply mechanisms. This study focuses on ‘gaming’ as an additional, understudied response pattern, within which individuals aim at improving the personal outcome of public service delivery by exploiting, manipulating or working around current rules and arrangements. Survey analysis of citizens' responses to dissatisfaction in Mexico indicates that gaming is indeed a distinct response, which is positively related to the unavailability of exit and, to some extent, to low trust in government. As a response pattern that encompasses behaviours inconsistent with current policy arrangements, gaming emphasizes the need to distinguish service improvement as a public good as opposed to a private good and further unfolds ‘grey areas’ in citizen–government relationships.- Reproduced
773			_aPublic Administration: An International Quarterly
906			_aCIVIL SERVICE
942			_cAR