Expectations,performance, and citizen satisfaction with urban services

The expectancy disconfirmation model has dominated private‐sector research on customer satisfaction for several decades, yet it has not been applied to citizen satisfaction with urban services. The model views satisfaction judgments as determined—not just by product or service performance—but by a process in which consumers compare performance with their prior expectations. Using data from a New York City citizen survey, this study finds that citizen expectations, and especially the disconfirmation of expectations—factors that previously have not been considered in empirical studies of the determinants of citizen satisfaction—play a fundamental role in the formation of satisfaction judgments regarding the quality of urban services. Interestingly, the modeling results suggest that urban managers should seek to promote not only high‐quality services, but also high expectations among citizens. Additional implications for research and public management practice are discussed. © 2004 by the Association for Public Policy Analysis and Management.     

Parliament without Government: The Belgian Parliament and the Government Formation Processes of 2007–2011

Parliamentary systems are characterised by strong links between the executive and the legislature. While the importance of executive–legislative relationships is well-known, the extent to which executive dominance affects parliamentary behaviour is hard to grasp. This study uses the recent institutional crises in Belgium to study parliamentary behaviour in the absence of a government with full powers. Cabinet formation in Belgium has proved to be protracted in recent years, leading to long periods of government formation in both 2007–2008 and 2010–2011. Such circumstances provide a unique comparison between normal situations of parliament in the presence of government, and exceptional situations of prolonged periods of caretaker government. In particular the article looks at three aspects of parliamentary behaviour that are usually linked to executive–legislative relations: legislative initiatives, voting behaviour and party unity. The general hypothesis is that prolonged periods of government formation gave parliamentarians more opportunities to influence the legislative process and more (ideological) freedom. The results show a nuanced picture: parliament became more pro-active, the salience of the government–opposition divide declined, while party unity remained as strong as ever. It is concluded that government formation processes did not lead to drastic changes in the legislative–executive relationship, but rather permitted a modest correction to the extremely weak position of parliament.     

A short history of studying incremental institutional change: Does Explaining Institutional Change provide any new explanations?

Kathleen Thelen is one of the leading scholars studying incremental institutional change. In her early works from the 1990s, she introduced the conceptualization of different modes of incremental change. These modes have central attention in her recent co-edited book with James Mahoney, Explaining Institutional Change (2010). Compared with Thelen's earlier work, this book provides clearer definitions, addresses the explanatory factors of institutional change, and discusses the patterns and sequences of gradual institutional change. The theory presented by Mahoney and Thelen, however, seems overambitious and subject to a need to be overly crisp and clear.     

Going online. Does ICT enabled-participation engage the young in local governance?

Local governments increasingly use online strategies to strengthen political participation of citizens in policy and politics. Young people, however, are generally under-represented. This article studies age patterns of participation across offline and online forms of action to test whether online initiatives are able to overcome this age bias. We first report a case study of online and offline problem reporting to local authorities. We find that simply going from offline to online participation reinforces rather than mitigates age bias. We then report a case study of message posting on an online political forum. In this case, age bias disappears. In contrast to the traditional instrumental modes, a forum is an expressive form of online participation. The young seem to value the act of participating over the outcomes of participation. For practice, these findings suggest a need for participation policies that speak to these expressive needs of young. In recent years, social media have reinforced the potential for expressive participation.     

Crime Victims’ Perceptions of Police Behavior,Legitimacy, and Cooperation: A Review of the Literature

According to Tyler’s theoretical framework, police officers can motivate cooperation among citizens during direct interactions by using fair procedures and by showing how the police perform their job in combating crime. By conducting a systematic literature review, prior research was examined to see whether perceptions of procedural justice and police performance result in higher levels of perceived legitimacy of the police institution, and in turn whether this perceived legitimacy stimulates cooperative behavior among crime victims specifically. Results of the 15 included studies indicate that partial support for the applicability of this framework on crime victims was found. However, none of the included studies tested all relationships within the framework simultaneously among crime victims; they typically focused only on one of the interrelationships between the frameworks’ key concepts. Implications for future research and police practice are discussed.