Experimental evidence on the determinants of citizens' expectations toward public services

• 成果类型: Article
• 署名作者: Belle, Nicola; Belardinelli, Paolo; Cucciniello, Maria; Nasi, Greta
• 署名单位: Scuola Superiore Sant'Anna; Indiana University System; Indiana University Bloomington; Bocconi University; Bocconi University; Indiana University System; Indiana University Bloomington
• 刊物名称: PUBLIC ADMINISTRATION REVIEW
• ISSN/ISSBN: 0033-3352
• DOI: 10.1111/puar.13775
• 发表日期: 2025
• 页码: 176-191
• 关键词: expectancy-disconfirmation theory; Cognitive biases; rational-expectations; satisfaction; performance; antecedents; INFORMATION; conformity; DEMOCRACY; JUDGMENT

摘要

We conducted three randomized experiments to investigate whether and to what extent citizens' expectations toward waiting times for public service delivery are influenced by reference points, either in the form of social or numerical references. Consistent with our theoretical expectations, our results provide convergent evidence of reference dependence. Specifically, informing citizens that waiting times are longer (shorter) relative to a social reference causes an increase (decrease) in expected waiting times. Additionally, due to an anchoring bias, priming citizens with a higher numerical value for waiting times extends their expected waiting times. Furthermore, in line with the expectancy-disconfirmation model, citizens' satisfaction with the service is causally impacted by the extent to which actual performance exceeds their expectations.