PERFORMANCE MANAGEMENT AND CITIZEN SATISFACTION WITH THE GOVERNMENT: EVIDENCE FROM CHINESE MUNICIPALITIES

Despite the fact that performance management has been ubiquitously adopted in the public sector across the world today, there is limited and inconclusive evidence that it improves citizen satisfaction with the government. In this article, we use survey data and multilevel modelling to analyse the effects of multiple performance management components on citizens' perceptions of government performance across 19 major cities in China. The results reveal that performance management does have a positive impact on citizen satisfaction. In addition, citizen participation, performance feedback and accountability, and information openness are positively associated with citizen satisfaction along various performance dimensions in different magnitudes. While we should take account of and mitigate its unintended consequences, our results suggest that it is still promising for public organizations to implement performance management.     

IMPORTANCE‐PERFORMANCE ANALYSIS OF CITIZEN SATISFACTION SURVEYS

This paper introduces the method of importance‐performance analysis of citizen surveys, a useful approach to understanding citizen satisfaction with local government services. Using data from a US national online panel, we directly compare two approaches to importance‐performance analysis: one employing an explicitly stated measure of importance, the other using a measure of importance derived from regression analysis. The different results that the two approaches give suggest that local government administrators and policy analysts arrive at distinctly different conclusions depending on which importance measure they use. These differences are illustrated by simulating the change in citizen satisfaction that would result from improvement in the top‐rated services according to each measure. Research and policy implications are discussed.     

COUNCILLORS’ RECEIPT AND USE OF CITIZEN INPUT: EXPERIENCE FROM NORWEGIAN LOCAL GOVERNMENT

The article expands citizen participation research by tackling participation from the viewpoint of elected officials – the recipients of citizen input. The article studies the role citizen input plays in elected officials’ decision making. Citizen input is defined as information elected officials obtain through direct contact with citizens and representatives of local associations. Using survey data from Norwegian local government, the article assesses how much citizen input councillors receive, and to what extent they use it to set local agendas. It is demonstrated that Norwegian councillors have a high degree of exposure to citizen input and that citizen input constitutes most councillors’ primary source of agenda‐setting inspiration. The article also examines differences in the extent to which councillors use citizen input, and draws on existing theoretical and empirical research to discuss how these differences can be explained. For example, findings that local government frontbenchers and highly educated councillors consider citizen input less useful than others do are explained by an analytical perspective emphasizing councillors’ varied needs for such information.     

LOCAL GOVERNMENT STRUCTURE AND PERFORMANCE: LESSONS FROM AMERICA?

The debate in the UK on the reform of local government structure is poorly informed by empirical evidence. This article bridges part of the empirical gap by drawing upon analyses of structural effects in the USA. Two main dimensions of structure are outlined: fragmentation and concentration, both of which can vary vertically and horizontally. Fourteen structural hypotheses are identified and categorized as technical, competitive and political effects. The empirical evidence from the USA suggests that fragmentation is associated with lower spending and concentration is associated with higher spending. The implications of the evidence for structural reform in the UK are analysed. It is concluded that the creation of a single-tier system may not lead to greater efficiency, and that the advantages of a two-tier system have been underestimated.     

THE ORDER OF QUESTIONS IN A SURVEY ON CITIZEN SATISFACTION WITH PUBLIC SERVICES: LESSONS FROM A SPLIT‐BALLOT EXPERIMENT

Surveys of citizen satisfaction with local public services have become widespread, with the results increasingly used to reorganize services, to allocate budgets, and to hold managers accountable. But evidence from a split‐ballot experiment that we conducted suggests that the order of questions in a citizen survey has important effects on reported satisfaction with specific public services as well as overall citizen satisfaction. Moreover, the correlations of specific service ratings with overall satisfaction, and thus the identification of key drivers of overall satisfaction, also turn out to be highly sensitive to question order. These findings are in line with research on priming and question order effects in the survey methodology literature, but these effects have not been carefully examined before in the context of citizen surveys and public administration research. Policy and management implications of these finding are discussed.     

MANAGING CITIZENS' EXPECTATIONS OF PUBLIC SERVICE PERFORMANCE: EVIDENCE FROM OBSERVATION AND EXPERIMENTATION IN LOCAL GOVERNMENT

Citizens' expectations of public service performance influence their attitudes and behaviour towards services, including satisfaction, choice of service and political voice about them. However, there has been little research on what sets expectations. This paper assesses the effects of prior service performance and information about prior performance on two forms of citizen expectations, positive expectations of what performance will be and normative expectations of what performance should be. In an observational study, prior performance is positively related to expectations of what performance will be. Prior performance is positively related to high normative expectations but is unrelated to low normative expectations. The resilience of normative expectations suggests that poor performance will trigger dissatisfaction and citizen response rather than lowering expectations creating passive acceptance. In a field experiment, performance information effects are found for positive but not normative expectations. Providing information about excellent performance raises positive expectations and providing information about poor performance lowers positive expectations; negativity bias is evident with information about poor performance having a larger effect. Performance information that is credible to citizens can be used to manage citizens' positive expectations but their normative expectations are less amenable to influence by this route.     

PERSUASION AS GOVERNANCE: A STATE‐CENTRIC RELATIONAL PERSPECTIVE

Debates about governance and the relationship between governance and government have focused upon markets, hierarchies and networks as principal modes of governance. In this paper we argue that persuasion constitutes a further and distinctive mode of governance, albeit one which interpenetrates other modes of governance. In order to assess the nature, limitations and scope of persuasion and the complex relationships between markets, hierarchies, networks on the one hand and persuasion on the other, we interpret persuasion through the prism of two theoretical perspectives on governance. We argue that the society‐centred perspective usefully draws our attention to the role played by non‐state actors in the exercise of governance through persuasion but that a state‐centric relational account can help us to better understand important facets of persuasion as a mode of governance.     

EXPLAINING DECISION‐MAKING IN GOVERNMENT: THE NEO‐DURKHEIMIAN INSTITUTIONAL FRAMEWORK

In understanding styles of political judgement in government decision‐making, explanatory limitations of rational choice, prospect theoretic, historical institutional, groupthink, and other approaches suggest that there is space for developing other frameworks. This article argues that the neo‐Durkheimian institutional theoretical framework deserves serious consideration. It shows that it offers a powerful causally explanatory framework for generating theories of decision‐making in government which can be examined using historical comparative research designs. The value of the concept of a ‘thought style’ for understanding political judgement is demonstrated, and contrasted sharply with ideology. The theory argues that informal institutions explain thought styles. Well‐known cases from the Cuban missile crisis, and the Wilson and Heath governments illustrate the argument. The article rebuts criticisms offered of the neo‐Durkheimian institutional framework in the literature. Finally, it identifies recent developments and innovations in the approach that make it especially suited to explaining political judgement in government decision‐making.     

STRATEGIC LINKS IN A CUT‐THROAT WORLD: RETHINKING THE ROLE AND RELATIONSHIPS OF AUSTRALIAN MINISTERIAL STAFF

Ministerial staff relationships form part of the networks within the core executive. This article uses data from a comprehensive empirical study of Australian ministerial staff to explore advisers' horizontal relationships with each other. It finds that the interactions between Australian ministerial advisers are a key part of their role, are highly valued by ministers and public servants, and are an important element of the cabinet system. The informal links and networks between partisan advisers are underpinned by commonly understood norms of behaviour and a clear power structure. This partisan arena of the core executive has become important to ministers and the collective functioning of government.     

THE LISBON AGENDA AND ENTREPRENEURSHIP POLICY: GOVERNANCE IMPLICATIONS FROM A GERMAN PERSPECTIVE

With the Lisbon Strategy and mandate, the European Commission committed itself to promoting entrepreneurship as a major driver of innovation, competitiveness, and growth. This paper demonstrates that the renaissance of entrepreneurship policy along with the implementation of the Lisbon Agenda resulted in the localization of policy‐making, and re‐strengthened policy‐makers on the ground to successfully mobilize directly at the supranational level. Furthermore, it shows that EU entrepreneurship policy‐making has contributed to a shift from hierarchical government to a more horizontal and interactive form of governance in the new German Laender which were highly exposed to Structural Funds and the Lisbon Agenda. The focus of analysis on the sub‐national level helps to fill an academic void in Europeanization and governance literature. By integrating a region‐ and policy‐specific perspective, this contribution goes beyond theorizing the regional dimension of Europeanization in a multi‐level governance scheme.