000			01427nam a22001337a 4500
999			_c530090 _d530090
008			250527b ||||| |||| 00| 0 eng d
100			_a Bellé, Nicola Belardinelli, Paolo Cucciniello, Maria and Nasi, Greta _953752
245			_aExperimental evidence on the determinants of citizens' expectations toward public services
260			_aPublic Administration Review
300			_a85(1), Jan-Feb, 2025: p.176-191
520			_aWe 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			_aPublic Administration Review
942			_cAR