Abstract
ABSTRACT:Performance information has been suggested as a means to inform citizens about—and shape their reactions to—public sector performance. However, individuals’ ability to process information varies considerably. This implies that the same item of performance information may be understood differently by different citizens. Drawing on cognitive psychology research, we argue that cognitive differences affect citizens’ ability to interpret performance information and moderate the extent to which performance information affects citizen satisfaction with public services. The argument is tested in a large-scale survey experiment. Our findings provide evidence of a performance information paradox: Those who are better able to interpret performance information do not adjust their satisfaction levels in response to the information. Conversely, those with lesser abilities to interpret and understand performance information are more responsive to it, but their responses are often based on invalid interpretations.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
