IDEAS home Printed from https://ideas.repec.org/a/taf/pubmgr/v15y2013i4p465-476.html
   My bibliography  Save this article

Two track public services? Citizens' voice behaviour towards liberalized services in the EU15

Author

Listed:
  • Sebastian Jilke
  • Steven Van de Walle

Abstract

Is there evidence for the emergence of 'two-track' public services, where the wealthiest, best-informed and most assertive customers get the best quality service? In this paper, we use public opinion data of citizen complaint behaviour from 2000 and 2004 towards services of general interest in 15 EU countries to provide a first examination of the 'two-track' public services hypothesis. The findings only partly support the expectation that socio-economic factors did have a negative impact over time on citizen complaints. While education did not have such an effect, age did. However, these results should be regarded as provisional for various reasons.

Suggested Citation

  • Sebastian Jilke & Steven Van de Walle, 2013. "Two track public services? Citizens' voice behaviour towards liberalized services in the EU15," Public Management Review, Taylor & Francis Journals, vol. 15(4), pages 465-476, May.
    • Handle: RePEc:taf:pubmgr:v:15:y:2013:i:4:p:465-476
    DOI: 10.1080/14719037.2012.664015
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/14719037.2012.664015
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/14719037.2012.664015?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Joel D Aberbach & Tom Christensen, 2005. "Citizens and Consumers," Public Management Review, Taylor & Francis Journals, vol. 7(2), pages 225-246, June.
    2. Fiorio, Carlo V. & Florio, Massimo, 2011. "«Would you say that the price you pay for electricity is fair?» Consumers' satisfaction and utility reforms in the EU15," Energy Economics, Elsevier, vol. 33(2), pages 178-187, March.
    3. Rinaldo Brau & Raffaele Doronzo & Carlo V. Fiorio & Massimo Florio, 2010. "EU Gas Industry Reforms and Consumers' Prices," The Energy Journal, International Association for Energy Economics, vol. 0(Number 4), pages 167-182.
    4. Bacchiocchi, Emanuele & Florio, Massimo & Gambaro, Marco, 2011. "Telecom reforms in the EU: Prices and consumers' satisfaction," Telecommunications Policy, Elsevier, vol. 35(4), pages 382-396, May.
    5. Steven Van de Walle, 2006. "The impact of public service values on services of general interest reform debates," Public Management Review, Taylor & Francis Journals, vol. 8(2), pages 183-205, June.
    6. Eddy Adang & George Borm, 2007. "Is there an association between economic performance and public satisfaction in health care?," The European Journal of Health Economics, Springer;Deutsche Gesellschaft für Gesundheitsökonomie (DGGÖ), vol. 8(3), pages 279-285, September.
    7. Julian Le Grand, 2007. "Introduction to The Other Invisible Hand: Delivering Public Services through Choice and Competition," Introductory Chapters, in: The Other Invisible Hand: Delivering Public Services through Choice and Competition, Princeton University Press.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Chica-Olmo, Jorge & Gachs-Sánchez, Héctor & Lizarraga, Carmen, 2018. "Route effect on the perception of public transport services quality," Transport Policy, Elsevier, vol. 67(C), pages 40-48.
    2. Giancarlo MANZI & Pier Alda FERRARI, "undated". "Statistical methods for evaluating satisfaction with public services Abstract: Contrary to private enterprises, public enterprises can be unaware of the impact of their performance when providing serv," CIRIEC Working Papers 1404, CIRIEC - Université de Liège.
    3. Marcos Fernández‐Gutiérrez & Oliver James & Sebastian Jilke, 2017. "Competition and switching in public service markets: Can they reduce inequalities?," Regulation & Governance, John Wiley & Sons, vol. 11(1), pages 41-63, March.
    4. Del Bo, Chiara D. & Ferraris, Matteo & Florio, Massimo, 2017. "Governments in the market for corporate control: Evidence from M&A deals involving state-owned enterprises," Journal of Comparative Economics, Elsevier, vol. 45(1), pages 89-109.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Bastianin, Andrea & Castelnovo, Paolo & Florio, Massimo, 2018. "Evaluating regulatory reform of network industries: a survey of empirical models based on categorical proxies," Utilities Policy, Elsevier, vol. 55(C), pages 115-128.
    2. Andrea Bastianin & Paolo Castelnovo & Massimo Florio, 2017. "The Empirics of Regulatory Reforms Proxied by Categorical Variables: Recent Findings and Methodological Issues," Working Papers 2017.22, Fondazione Eni Enrico Mattei.
    3. Codruţa Mare & Simona Laura Dragoş & Dan Tudor Lazăr & Cristian Mihai Dragoş, 2013. "Consumer protection through prices: an analysis of the energetic sector in European Union countries," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 15(34), pages 327-341, June.
    4. Giancarlo MANZI & Pier Alda FERRARI, "undated". "Statistical methods for evaluating satisfaction with public services Abstract: Contrary to private enterprises, public enterprises can be unaware of the impact of their performance when providing serv," CIRIEC Working Papers 1404, CIRIEC - Université de Liège.
    5. Andy Fred Wali, 2018. "Customer Relationship Management and Marketing Effectiveness," Paradigm, , vol. 22(2), pages 101-124, December.
    6. Pollitt, Michael G., 2012. "The role of policy in energy transitions: Lessons from the energy liberalisation era," Energy Policy, Elsevier, vol. 50(C), pages 128-137.
    7. Jesús Cambra-Berdún & Jesús Cambra-Fierro, 2006. "Considerations and implications on the necessity of increasing efficiency in the public education system: The new public management (NPM) and the market orientation as reference concepts," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 3(2), pages 41-58, December.
    8. Norman Gemmell & Patrick Nolan & Grant Scobie, 2017. "Public sector productivity: Quality adjusting sector-level data on New Zealand schools," Working Papers 2017/02, New Zealand Productivity Commission.
    9. Andrew Clarke & Lynda Cheshire, 2018. "The post-political state? The role of administrative reform in managing tensions between urban growth and liveability in Brisbane, Australia," Urban Studies, Urban Studies Journal Limited, vol. 55(16), pages 3545-3562, December.
    10. Marino, Marianna & Parrotta, Pierpaolo & Valletta, Giacomo, 2019. "Electricity (de)regulation and innovation," Research Policy, Elsevier, vol. 48(3), pages 748-758.
    11. Pammolli, Fabio & Salerno, Nicola, 2011. "Le differenze regionali nella governance della spesa sanitaria. La sanità alla sfide del federalismo: il modello SaniRegio di CeRM [Regional differences in the governance of health care expenditure," MPRA Paper 36934, University Library of Munich, Germany.
    12. Clifton, Judith & Díaz-Fuentes, Daniel & Fernández Gutiérrez, Marcos & Revuelta, Julio, 2009. "Infrastructure regulation: what works, why, and how do we know?," MPRA Paper 33038, University Library of Munich, Germany.
    13. Klasa, Katarzyna & Greer, Scott L. & van Ginneken, Ewout, 2018. "Strategic Purchasing in Practice: Comparing Ten European Countries," Health Policy, Elsevier, vol. 122(5), pages 457-472.
    14. Wise, Ramsey, 2015. "Does market-oriented education systems improve performance or increase inequality: A configurational comparative method for understanding (un)intended educational outcomes," TranState Working Papers 189, University of Bremen, Collaborative Research Center 597: Transformations of the State.
    15. Jihane Aayale & Meriem Seffar, 2021. "A Step Towards an Inclusive Digital Transformation of the Public Administration in a Developing Country: Evidence From Morocco," Journal of Public Administration and Governance, Macrothink Institute, vol. 11(2), pages 331356-3313, December.
    16. Yaseen GHULAM, 2018. "The Impact Of Reforms And Privatization On Firms’ Conduct In The Presence Of Interconnected Conglomerates And Weak And Inefficient Regulatory Institutions," Annals of Public and Cooperative Economics, Wiley Blackwell, vol. 89(4), pages 599-622, December.
    17. Wang, Zhaohua & Sun, Yefei & Wang, Bo, 2020. "Policy cognition is more effective than step tariff in promoting electricity saving behaviour of residents," Energy Policy, Elsevier, vol. 139(C).
    18. Xinxin Peng & Xiaolei Tang & Yijun Chen & Jinghua Zhang, 2021. "Ranking the Healthcare Resource Factors for Public Satisfaction with Health System in China—Based on the Grey Relational Analysis Models," IJERPH, MDPI, vol. 18(3), pages 1-13, January.
    19. Reyes Gonzalez & Jose Gasco & Juan Llopis, 2014. "Relationships with Citizens in Public Management: A Study at the Largest Spanish Town Halls," Public Organization Review, Springer, vol. 14(2), pages 173-186, June.
    20. Svetlana Suslova, 2014. "The Quasi-Markets Of Social Services: The Competitiveness Of Russian Nonprofit Organizations Against For-Profit Organizations And Public Providers," HSE Working papers WP BRP 16/PA/2014, National Research University Higher School of Economics.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:pubmgr:v:15:y:2013:i:4:p:465-476. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/RPXM20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.