Citizen (Dis)satisfaction: An Experimental Equivalence Framing Study
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Citizen (Dis)satisfaction : An Experimental Equivalence Framing Study. / Olsen, Asmus Leth.
I: Public Administration Review, Bind 75, Nr. 3, 2015, s. 469-478.Publikation: Bidrag til tidsskrift › Tidsskriftartikel › Forskning › fagfællebedømt
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TY - JOUR
T1 - Citizen (Dis)satisfaction
T2 - An Experimental Equivalence Framing Study
AU - Olsen, Asmus Leth
PY - 2015
Y1 - 2015
N2 - This article introduces the importance of equivalence framing for understanding how satisfaction measures affect citizens’ evaluation of public services. Does a 90 percent satisfaction rate have a different effect than a logically equivalent 10 percent dissatisfaction rate? Two experiments were conducted on citizens’ evaluations of hospital services in a large, nationally representative sample of Danish citizens. Both experiments found that exposing citizens to a patient dissatisfaction measure led to more negative views of public service than exposing them to a logically equivalent satisfaction metric. There is some support for part of the shift in evaluations being caused by a negativity bias: dissatisfaction has a larger negative impact than satisfaction has a positive impact. Both professional experience at a hospital and prior exposure to satisfaction rates reduced the negative response to dissatisfaction rates. The results call for further study of equivalence framing of performance information.
AB - This article introduces the importance of equivalence framing for understanding how satisfaction measures affect citizens’ evaluation of public services. Does a 90 percent satisfaction rate have a different effect than a logically equivalent 10 percent dissatisfaction rate? Two experiments were conducted on citizens’ evaluations of hospital services in a large, nationally representative sample of Danish citizens. Both experiments found that exposing citizens to a patient dissatisfaction measure led to more negative views of public service than exposing them to a logically equivalent satisfaction metric. There is some support for part of the shift in evaluations being caused by a negativity bias: dissatisfaction has a larger negative impact than satisfaction has a positive impact. Both professional experience at a hospital and prior exposure to satisfaction rates reduced the negative response to dissatisfaction rates. The results call for further study of equivalence framing of performance information.
KW - Faculty of Social Sciences
KW - performance indicators
KW - Experimental design
KW - performance management
KW - satisfaction
KW - behavioral public administration
U2 - 10.1111/puar.12337
DO - 10.1111/puar.12337
M3 - Journal article
VL - 75
SP - 469
EP - 478
JO - Public Administration Review
JF - Public Administration Review
SN - 0033-3352
IS - 3
ER -
ID: 130523213