Assessing the Relation Between Satisfaction with Public Service Delivery and Trust in Government. The Impact of the Predisposition of Citizens Toward Government on Evalutations of Its Performance.
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Author
Kampen, Jarl K. , Steven Van De Walle & Geert Bouckaert.
Year
2006
Publisher
Public Performance & Management Review, Vol. 29, No. 4, June 2006, pp. 387–404.
Type of publication:
Tidsskriftsartikkel
Link to review:
http://mesharpe.metapress.com/app/home/contribution.asp?referrer=parent&backto=issue,1,7;journal,4,14;linkingpublicationresults,1:110916,1
Number of pages:
18
Language of publication:
Engelsk
Country of publication:
USA
NSD-reference:
2356
This page was last updated:
2007-08-28 10:17:30.31
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Summary
We study how satisfaction with service delivery affects trust in public agencies in an empirical setting. Our basic assumption is that the causal relation between satisfaction and trust cannot be fruitfully analyzed unless the measures are controlled for a common component, which we identify as the predisposition toward government. The empirical results suggest that the impact of a negative experience with a public agency is much more pronounced than the effect of a positive one. Decreasing the number of disappointed clients will, therefore, have a stronger effect on increasing trust in the public sector than increasing the number of (already) well-pleased clients: Trust comes on foot and goes away on horseback.