Democracy in and out of bureaucracy: Can participative management and public participation shape citizen satisfaction?

Abstract

This study investigates the relationship between the democratic practices of public organizations and citizen satisfaction. Specifically, it explores the effects of participative management (which engages employees inside the bureaucracy) and public participation (which engages citizens outside the bureaucracy), as well as their interaction, on citizen satisfaction in the context of education. Using data from the Programme for International Student Assessment (PISA), a worldwide assessment of educational practices and outcomes, this study finds some evidence of positive effects of participative management and public participation, as well as their interaction, on citizen satisfaction. These findings suggest that democratic practices, both inside and outside of public organizations, are not only normatively desirable but may also be practically beneficial.