Citizen (Dis)satisfaction: An Experimental Equivalence Framing Study
Research output: Contribution to journal › Journal article › Research › peer-review
This article introduces the importance of equivalence framing for understanding how satisfaction measures affect citizens’ evaluation of public services. Does a 90 percent satisfaction rate have a different effect than a logically equivalent 10 percent dissatisfaction rate? Two experiments were conducted on citizens’ evaluations of hospital services in a large, nationally representative sample of Danish citizens. Both experiments found that exposing citizens to a patient dissatisfaction measure led to more negative views of public service than exposing them to a logically equivalent satisfaction metric. There is some support for part of the shift in evaluations being caused by a negativity bias: dissatisfaction has a larger negative impact than satisfaction has a positive impact. Both professional experience at a hospital and prior exposure to satisfaction rates reduced the negative response to dissatisfaction rates. The results call for further study of equivalence framing of performance information.
|Journal||Public Administration Review|
|Number of pages||10|
|Publication status||Published - 2015|
- Faculty of Social Sciences - performance indicators, Experimental design, performance management, satisfaction, behavioral public administration