Abstract
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.
| Originalsprog | Engelsk |
|---|---|
| Tidsskrift | Public Administration Review |
| Vol/bind | 75 |
| Udgave nummer | 3 |
| Sider (fra-til) | 469-478 |
| Antal sider | 10 |
| ISSN | 0033-3352 |
| DOI | |
| Status | Udgivet - 1 maj 2015 |
Emneord
- Det Samfundsvidenskabelige Fakultet