Government Performance Measurement Comes of Age

MorgesonIII, Forrest V.

doi:10.1057/9781137047137_2

Cited by 3 publications

(7 citation statements)

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“…The sense of ‘satisfaction’ can be defined as gratification or happiness toward an experience or outcome on the part of the individual, indicating that an outcome has been evaluated as being adequate or sufficient (Morgeson III, 2014: 4). The concept began to attract increasing interest from scholars working on public administration and political behavior in the 1960s and 1970s, as Western democracies suffered from weakening popular support (Fuchs and Klingemann, 1995; Kaase and Newton, 1995).…”

Section: Government Satisfaction Perceptions Of Attribution and Hiementioning

confidence: 99%

“…However, these perceptions are not solely derived from that person's own experience with the government. Several studies have stressed that satisfaction can be driven by perceptions of public service delivery and public agents (e.g., Serra, 1995; Nigro and Buenos Aires, 2012; Morgeson III, 2014); others have focused their attention on pre-existing factors such as partisanship, arguing that the predisposition of individuals determines how they assess the performance of the government (Kampen et al ., 2006; Forgette et al ., 2008).…”

Section: Government Satisfaction Perceptions Of Attribution and Hiementioning

confidence: 99%

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Exploring Citizens’ Hierarchical Government Satisfaction: Evidence from China and Taiwan

Huang¹

2018

Japanese Journal of Political Science

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Although the importance of public satisfaction is well documented, few studies have been conducted on the diversity of citizens’ evaluations of the various levels of government. This study explored hierarchical government satisfaction among the public in two culturally Chinese societies, namely China and Taiwan. Basing the analysis on the perspective of responsibility attribution, this paper proposes that the two publics’ distinctive perceptions, which are shaped by different information flows, lead hierarchical government satisfaction in the two societies in separate directions. This argument is supported by the empirical findings from the sixth wave of the World Values Survey. The findings confirm that personal evaluations, including household economic satisfaction, democratic evaluation, and public service confidence, exert more influence over local government satisfaction in China, but conversely have a greater impact on central government satisfaction in Taiwan. Moreover, these evaluations are shown to affect hierarchical government satisfaction differently in the two societies. The evidence reveals that the two publics attribute blame for problems to different administrative objects: Chinese citizens tend to blame local governments, whereas Taiwanese citizens are inclined to criticize the central government.

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Section: Government Satisfaction Perceptions Of Attribution and Hiementioning

confidence: 99%

Section: Government Satisfaction Perceptions Of Attribution and Hiementioning

confidence: 99%

Exploring Citizens’ Hierarchical Government Satisfaction: Evidence from China and Taiwan

Huang¹

2018

Japanese Journal of Political Science

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“…However, what really happens is that low expectations tend to drag satisfaction down. This is because people often, unconsciously, resist changing the judgments they have formed; therefore, the image that stays with them will be worse than what they actually experienced (Morgeson III, 2014). 24 In this case, service managers should consider actions to correct the situation.…”

Section: Quality and Citizen Satisfactionmentioning

confidence: 99%

“…All this will be reflected in simpler regulations and, ultimately, in a reduction in transaction costs. It is easier (and cheaper) to govern in a context of trusting citizens than in one where they do not trust (Morgeson III, 2014).…”

Section: Quality and Citizen Satisfactionmentioning

confidence: 99%

Simplifying Lives: Quality and Satisfaction in Public Services

Pareja,

Fernández,

Blanco

et al. 2016

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The Simplifying Lives project aims at contributing to the improvement of the delivery of public services to citizens. For this, a new methodology for measuring both the quality with which services are managed and the satisfaction that citizens experience when receiving them was designed. A first measurement was applied in a pilot mode in six countries of Latin America and the Caribbean and for six transactional services (procedures). It is the first time that such a measurement has been carried out on a regional scale. The results allow identifying specific improvement opportunities, taking into account what citizens value the most and suggesting the type of projects to be implemented in each case. It is expected that the information collected will be used from now on to make decisions regarding programs of administrative rationalization and improvement of citizen attention.

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“…Morgeson ( 2014 , p. 7) asserts that the satisfaction of citizens refers to the “…individual citizens' (in the aggregate) happiness or contentment (or what another author called “fulfillment response”) with an experience or experiences with the services (or goods, or processes, or programs) provided by the government bureaucracies and administrative institutions.” Surveys measuring satisfaction of citizens with governments in general but also with different policies in particular, have been conducted since the 1970s. They have been popular especially with regard to services provided at local and municipal level (Stipak 1979 ).…”

Section: Introductionmentioning

confidence: 99%

Exogenous shocks and citizens’ satisfaction with governmental policies: can empirical evidence from the 2008 financial crisis help us understand better the effects of the COVID-19 pandemic?

Venetoklis

2021

Qual Quant

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I examine to what extend the financial crisis of 2008 affected levels of individual satisfaction with governments in general and three policy areas in particular; the economy, health services and education. I use data from the European Social Survey (9 rounds, 2002-2018, 14 countries, approx.195000 observations). Running Interrupted Time Series regressions I find that, on aggregate, there was a decrease of satisfaction with the government and the economy immediately after the crisis, but an increase for health and educational services. Longer term, satisfaction gradually increased for all the four indicators examined. In separate regressions for each country, a consistent pattern of behavior emerges. Where the short-term effect on satisfaction was negative, the long-term effect was positive, and vice versa. The switch, from short-term negative to long-term positive effect, could be attributed to the successful efforts of governments to correct the immediate adverse effects of the crisis. On the contrary, some individuals seeing the problems other countries faced, applauded their own government’s short term performance in handling the crisis. With the passing of time however, they gradually became more critical. The COVID-19 pandemic has forced governments to implement policies reviving the economy and improving services in health and the education sectors, amongst others. Results of this study may be used when measuring and evaluating the effects of the current pandemic.

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Government Performance Measurement Comes of Age

Cited by 3 publications

References 0 publications

Exploring Citizens’ Hierarchical Government Satisfaction: Evidence from China and Taiwan

Exploring Citizens’ Hierarchical Government Satisfaction: Evidence from China and Taiwan

Simplifying Lives: Quality and Satisfaction in Public Services

Exogenous shocks and citizens’ satisfaction with governmental policies: can empirical evidence from the 2008 financial crisis help us understand better the effects of the COVID-19 pandemic?

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