TY - JOUR
T1 - Getting what you expect
T2 - How civil servant stereotypes affect citizen satisfaction and perceived performance
AU - Bertram, Isa
AU - Bouwman, Robin
AU - Tummers, Lars
N1 - Publisher Copyright:
© 2024 The Authors. Public Administration published by John Wiley & Sons Ltd.
PY - 2024/2/29
Y1 - 2024/2/29
N2 - This study tests whether civil servant stereotypes affect how citizens experience public service delivery. Using a pre-registered survey vignette experiment (n = 1130), we activate civil servant stereotypes (negative, positive, or control) and assess whether this affects subsequent perceptions and evaluations of public services. Results indicate that stereotypes shape experiences, with the activation of negative stereotypes leading to lower levels of satisfaction and perceived performance, compared to positive stereotype activation and control. These findings emphasize that negative civil servant stereotypes can have problematic consequences, and contribute to our understanding of the commonly used Expectancy Disconfirmation Model in citizen satisfaction research.
AB - This study tests whether civil servant stereotypes affect how citizens experience public service delivery. Using a pre-registered survey vignette experiment (n = 1130), we activate civil servant stereotypes (negative, positive, or control) and assess whether this affects subsequent perceptions and evaluations of public services. Results indicate that stereotypes shape experiences, with the activation of negative stereotypes leading to lower levels of satisfaction and perceived performance, compared to positive stereotype activation and control. These findings emphasize that negative civil servant stereotypes can have problematic consequences, and contribute to our understanding of the commonly used Expectancy Disconfirmation Model in citizen satisfaction research.
UR - http://www.scopus.com/inward/record.url?scp=85186946586&partnerID=8YFLogxK
U2 - 10.1111/padm.12986
DO - 10.1111/padm.12986
M3 - Article
AN - SCOPUS:85186946586
SN - 0033-3298
JO - Public Administration
JF - Public Administration
ER -