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Reporting multiple dimensions of public service performance: information order effects on citizens’ willingness to use services

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  • Julian Christensen
  • Oliver James

Abstract

Performance information can facilitate user choice of public services and enhance accountability. However, the public sector’s multiple performance dimensions create a potential for order effects on users’ responses to information arising from the sequence of information reporting. We assess order effects using a randomized survey experiment. In a school performance scenario, we find recency effects meaning that information late in a sequence impacts more than the same information placed earlier on. The findings suggest the potential for strategic presentation of information by providers but also a beneficial nudge to help users focus on performance dimensions most salient to them.

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  • Julian Christensen & Oliver James, 2022. "Reporting multiple dimensions of public service performance: information order effects on citizens’ willingness to use services," Public Management Review, Taylor & Francis Journals, vol. 24(1), pages 142-157, January.
    • Handle: RePEc:taf:rpxmxx:v:24:y:2022:i:1:p:142-157
    DOI: 10.1080/14719037.2020.1798708
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