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

Sebastian Jilke · Steven Van de Walle

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Public Policy and Administration Research Customer Service Quality and Loyalty Social Policy and Reform Studies

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.

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References

2009The Other Invisible Hand 2007Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services 2000Exit, voice and loyalty: Analytic and empirical developments 2001New Public Management and Substantive Democracy 2005Testing the Expectancy Disconfirmation Model of Citizen Satisfaction with Local Government 2006Product Market Regulation in the Non-Manufacturing Sectors of OECD Countries 2005Citizens and Consumers 2002New Public Management: Puzzles of Democracy and the Influence of Citizens

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