000			01583nam a22001457a 4500
999			_c520273 _d520273
008			220906b ||||| |||| 00| 0 eng d
100			_aLee, Ivan P. and Jilke, Oliver James _933870
245			_aDo more options always benefit the users of public services? An experimental study of school choice, performance, and satisfaction
260			_aPublic Administration Review
300			_a81(1), Jan-Feb, 2021: p.110-120
520			_aRecent years have seen an increase in choice of provider in many public services, including education. Proponents of provider choice suggest that it increases users' satisfaction. However, insights from the psychology of choice overload suggest that too much choice can be detrimental. The authors use a survey experiment to investigate the effect of provider choice on parents' satisfaction with schools (under performance declines and increases). The findings show that choice increases satisfaction and perceptions of fairness of the process compared with no choice. However, consistent with choice overload, increasing the number of options does not boost satisfaction. The findings have important implications for satisfaction as a measure of performance, because user satisfaction seems not to be independent of choice processes. This suggests lessons for designing delivery systems: although facilitating minimal user choice is preferable to having no choice, further increasing delivery options may not increase users' satisfaction. – Reproduced
773			_aPublic Administration Review
906			_aCIVIL SERVICES
942			_cAR