Does Citizen Feedback Influence Public Service Motivation? Evidence From a Survey Experiment in the Context of Urban Service Provisions
Arif Budy Pratama,
Retno Dewi Pramodya Ahsani,
Catur Wulandari
Abstract:Despite the growing interest of research on public service motivation (PSM), limited studies have considered the interaction between street-level bureaucrats and citizens. This study examined the impact of citizen feedback on PSM among street-level bureaucrats. Anchoring on the social exchange theory, this research posits that citizen feedback plays a pivotal role in influencing PSM. Using a vignette–survey experiment in the context of urban service provisions in Magelang city, Indonesia, this study empiricall… Show more
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