Understanding Satisfaction with Schools: The Role of Expectations

• 成果类型: Article
• 署名作者: Jacobsen, Rebecca; Snyder, Jeffrey W.; Saultz, Andrew
• 署名单位: Michigan State University; University System of Ohio; Miami University
• 刊物名称: JOURNAL OF PUBLIC ADMINISTRATION RESEARCH AND THEORY
• ISSN/ISSBN: 1053-1858
• DOI: 10.1093/jopart/muu026
• 发表日期: 2015
• 页码: 831-848
• 关键词: citizen satisfaction; customer satisfaction; expectancy; DISCONFIRMATION; performance; service; MODEL; CONSEQUENCES

摘要

Using a nationally representative survey, this article examines how citizen satisfaction with one public institution, public schools, is shaped by normative expectations regarding what goals schools ought to pursue. We expand extant literature on the role of expectations in shaping satisfaction, which typically focuses on performance expectations, by exploring goal expectations. Using a constant sum allocation exercise, we find that individuals typically express one of two distinct preferences for what goals schools ought to pursue-an academic focus versus a well-rounded focus. We then show that individuals holding these different goal expectations express different levels of satisfaction when viewing the same school performance data. Our results suggest that policies disproportionately focusing on a single goal or expectation may alter public satisfaction, which could negatively influence ongoing support.