Job Satisfaction and Citizen Satisfaction with Street-level Bureaucrats: Is There a Satisfaction Mirror?

Petrovsky, Nicolai; Xin, Ge; Yu, Jinhai

doi:10.1093/jopart/muac022

Cited by 15 publications

(12 citation statements)

References 77 publications

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“…This probably explains why a considerable percentage of respondents assume their agency practices the more deliberative form of participation where decision-making authority is shared or even granted to the public. Future research could use survey experiments such as list experiments to overcome this issue (Kim & Kim, 2017; Petrovsky et al, 2022).…”

Section: Discussionmentioning

confidence: 99%

Public participation at the local level in China—How does it work? A perspective from within

AbouAssi

Wang

2023

Chinese Public Administration Review

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Public participation is widely adopted in managing public affairs, especially at the central level in many countries. This article examines the current status of public participation in a Chinese local government environmental agency, through the eyes of its employees. We find that informational and consultative forms of public participation are common; other forms of participation that require decision authority sharing are not absent. Regardless, public participation is perceived to be used for its instrumental benefits. The lack of time for citizens to participate and for the agency to manage participation are the major obstacles; the need for a top political decision and more public awareness are needed for the agency to engage the public meaningfully. The good news is that most public sector employees, especially managers, hold a positive view of public participation.

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Section: Discussionmentioning

confidence: 99%

Public participation at the local level in China—How does it work? A perspective from within

AbouAssi

Wang

2023

Chinese Public Administration Review

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“…Subsequently, we categorized these antecedents into three overarching groups: environmental, organizational, and individual-level factors, as presented in Table 5. Outsourcing (Dahlström et al, 2018;Holum, 2018, Hong, 2017 Cooperation, consolidation (Holum & Jakobsen, 2016;Ma, 2017) Reform (Grosso & Van Ryzin, 2012;Pitia et Poister & Thomas, 2011;Porumbescu, 2017b;Van Ryzin, 2004, 2006Zhang et al, 2022) Disconfirmation (Abdelkarim, 2023;Filtenborg et al, 2017;Grimmelikhuijsen & Porumbescu, 2017;Poister & Thomas, 2011;Van Ryzin, 2004, 2006 Performance treatments (Abdelkarim, 2023;Filtenborg et al, 2017;Grimmelikhuijsen & Porumbescu, 2017) Perceived/experienced performance (Andersen & Hjortskov, 2016;James, 2009;Poister & Thomas, 2011;Song et al, 2020;Van Ryzin, 2006Zhang et al, 2022) Performance minus expectation (James, 2009;Noda, 2021Petrovsky et al, 2017Petrovsky et al, 2023) Importance 36 (10.9%) Perceived importance of services ) Attitudes toward government 22 (6.7%) Trust in government (Ariely, 2013;Mishra & Momin, 2020;Park & Blenkinsopp, 2011;Porumbescu, 2017a;Van Ryzin, 2004;…”

Section: Antecedents Of Citizen Satisfactionmentioning

confidence: 99%

Citizen Satisfaction Research in Public Administration: A Systematic Literature Review and Future Research Agenda

Kim,

Rho,

Teo

2024

The American Review of Public Administration

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This study presents a systematic review of the 122 studies on citizen satisfaction in the field of public administration. The research aims to identify the current state of knowledge on citizen satisfaction by drawing on existing empirical results and conceptual arguments, highlighting research gaps, and developing a heuristic framework to guide future research. Based on a literature search of 12 major public administration journals, our findings indicate that citizen satisfaction has gained significant academic attention as a performance measure to monitor and assess public service delivery, particularly at the local level. Despite substantial scrutiny in diverse research contexts, quantitative studies still predominate, mainly using secondary survey data in their research. Furthermore, we observed an absence of an agreed-upon definition for citizen satisfaction and an over-emphasis on the expectancy-disconfirmation model to explain the satisfaction process, highlighting the need for scholars to move beyond the performance-expectation dyad. While reviewing a set of environmental, organizational, and individual-level antecedents and outcomes, we noticed few scholars have considered the effects of moderating variables on citizen satisfaction. As such, our paper concludes by identifying a few underexplored research themes that could facilitate knowledge-building regarding citizen satisfaction.

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“…This strand of thesis indicates that when a citizen's experience with public service provision is largely positive, he or she is likely to appreciate the competency of the provider—government and therefore place trust in it (Bok, 1997; Cook et al., 2010; He and Ma, 2021; Petrovsky et al., 2022). Scholars have suggested that knowledge about the performance could increase or decrease trust in the government (Bok, 1997; Cook et al., 2010; Hibbing and Theiss‐Moore, 2001).…”

Section: Citizen Participation Perceived Performance Satisfaction And...mentioning

confidence: 99%

“…Because citizen satisfaction is an important indicator of the success of government policies and decisions (Sun and van Ryzin, 2014), it is of great instrumental significance to the government in accomplishing professional and institutional objectives (van Ryzin, 2007; Petrovsky et al., 2022). However, the literature sees no conclusive findings regarding the relationship between citizens’ satisfaction with the government and their trust in the government.…”

Section: Citizen Participation Perceived Performance Satisfaction And...mentioning

confidence: 99%

The mixed effects of e‐participation on the dynamic of trust in government: Evidence from Cameroon

Xin

Esembe²,

Chen

2022

Aust J Public Adm

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Regular participation of citizens in governance and policy processes has been considered critical to the functioning of the democratic model of governance. While recent studies have documented the emergence and evolution of participatory governance in Western countries, little is known about the influence of citizens’ participation on e‐governance in African countries. Leveraging an original survey conducted in Cameroon on citizens’ participation in and satisfaction with a Facebook‐based e‐participation initiative, this study explores how participation in the governance process through the Internet has affected African citizens’ trust in their local and national governments. The results first suggest a weak positive association between citizens’ e‐participation and their trust in governments. However, further decomposition of the positive association between satisfaction, performance, and trust shows that their relationships are critically enhanced by citizens’ participation in e‐governance, suggesting that the trust‐enchancing impact of e‐participation is likely to be dominated by indirect effects. The results also indicate that the moderating mechanism is likely to differ between citizens’ trust in the local and national governments, which sheds light on the understanding of the effects of e‐participation for both academics and practitioners. [Correction added on 14 February 2023, after first online publication: The section “Summary at a glance” should not have been included. It has been removed.] Points for practitioners Novel participatory governance initiatives such as e‐Participation could enhance trust in the government, but such an effect is likely to be precipitated indirectly. e‐Participation positively affects people’s trust in their government primarily by reinforcing the trust‐enhancing effect of satisfaction with the participatory program and perceived performance of the government. The effect of e‐Participation on trust in government is also positively moderated by citizens' satisfaction with the participatory program and perceived performance of the government.

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Job Satisfaction and Citizen Satisfaction with Street-level Bureaucrats: Is There a Satisfaction Mirror?

Cited by 15 publications

References 77 publications

Public participation at the local level in China—How does it work? A perspective from within

Public participation at the local level in China—How does it work? A perspective from within

Citizen Satisfaction Research in Public Administration: A Systematic Literature Review and Future Research Agenda

The mixed effects of e‐participation on the dynamic of trust in government: Evidence from Cameroon

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