본문 바로가기
KERD
논문KCI 등재

Does Citizens’ Self-Identification of Their Public Role Affect Their Satisfaction with Public Services?

0

조회

0

다운로드

1

인용

0

참고문헌

키워드

주제분류정책학

초록

This study investigates how citizens define their role qua citizen and how the public role they assign themselves matters in their assessment of satisfaction with public service performance. We compared survey respondents who identified their citizen role as customer (n=280), partner (n=353) or owner (n=467) to test this relation. Theoretically, the dominance of New Public Management (NPM) scholarship has resulted in the framing of citizens as simply customers, but our empirical study finds that citizens consider themselves more as partners or owners of government. This mismatch in conception was our research hypothesis for further research. We then ran a number of t-tests and carried out a MANOVA analysis, the results of which indicate that there is a significant difference between the customer and partner groups regarding expectations and satisfaction on the quality of their living area but not regarding performance. There is also evidence that shows that the role citizens assign to themselves is related to their public service expectations but that the connection between their view of their role and their assessment of performance is weak.

Abstract

This study investigates how citizens define their role qua citizen and how the public role they assign themselves matters in their assessment of satisfaction with public service performance. We compared survey respondents who identified their citizen role as customer (n=280), partner (n=353) or owner (n=467) to test this relation. Theoretically, the dominance of New Public Management (NPM) scholarship has resulted in the framing of citizens as simply customers, but our empirical study finds that citizens consider themselves more as partners or owners of government. This mismatch in conception was our research hypothesis for further research. We then ran a number of t-tests and carried out a MANOVA analysis, the results of which indicate that there is a significant difference between the customer and partner groups regarding expectations and satisfaction on the quality of their living area but not regarding performance. There is also evidence that shows that the role citizens assign to themselves is related to their public service expectations but that the connection between their view of their role and their assessment of performance is weak.

참고문헌 (73)

  1. Aberbach, J. D., "Citizens and consumers : An NPM dilemma", Public Management Review, 7(2), pp.225~246 (2005)
  2. Alford, J., "Public value pragmatism as the next phase of public management", American Review of Public Administration, 38(2), pp.130~148 (2008)
  3. Anderson, R. E., "Consumer dissatisfaction : The effect of disconfirmed expectancy on perceived product performance", Journal of marketing research, 10(1), pp.38~44 (1973)
  4. Anderson, E. W., "The antecedents and consequences of customer satisfaction for firms", Marketing science, 12(2), pp.125~143 (1993)
  5. Balloch, S., "Conclusion–can partnerships work?", Partnership working : Policy and practice, pp.283~288 (2001)
  6. Barnes, M., "Private lives as public policy" (2000), Venture Press
  7. Berman, Evan M., "Dealing with cynical citizens", Public Adminstration Review, 57(2), pp.105~112 (1997)
  8. 부형욱, "Korea’s Experience with NPM-Based Reform: Applying the Policy Fashion Concept", Journal of Policy Studies, 25(1), pp.19~33 (2010), 서울대학교행정대학원
  9. Box, R. C., "Citizen governance: Leading American communities into the 21st century" (1998), Sage Publications
  10. Bozeman, B., "Public values theory : Three big questions", International Journal of Public Policy, 4(5), pp.369~375 (2009)
  11. Brudney, J. L., "Toward a definition of the coproduction concept", Public administration review, 43(1), pp.59~65 (1983)
  12. Bruere, H, "The New City Government: A Discussion of Municipal Administration, Based on a Survey of Ten Commission Governed Cities" (1912), D. Appleton
  13. Bryson, J. M., "Public value governance : Moving beyond traditional public administration and the new public management", Public Administration Review, 74(4), pp.445~456 (2014)
  14. Cain, B. E., "Democracy transformed? Expanding political opportunities in advanced industrial democracies" (2003), Oxford University Press
  15. Callahan, K., "Citizen participation : Models and methods", International Journal of Public Administration, 30(11), pp.1179~1196 (2007)
  16. Callahan, K., "Training and professional development for civically engaged communities", Innovation Journal, 10(1), pp.1~16 (2005)
  17. Carroll, J. D., "The rhetoric of reform and political reality in the National Performance Review", Public Administration Review, 55(3), pp.302~312 (1995)
  18. Cooper, T. L., "An ethic of citizenship for public administration" (1991), Prentice Hall
  19. Dattalo, P., "Analysis of multiple dependent variables" (2013), Oxford University Press
  20. Delli Carpini, M. X., "Public deliberation, discursive participation, and citizen engagement : A review of the empirical literature", Annual Review of Political Science, 7, pp.315~344 (2004)
  21. Denhardt, R. B., "The new public service : Serving rather than steering", Public Administration Review, 60(6), pp.549~559 (2000)
  22. Dougherty, G. W. Jr., "Appointed public volunteer boards : Exploring the basics of citizen participation through boards and commissions", American Review of Public Administration, 41(5), pp.519~541 (2011)
  23. Dwyer, P., "Conditional citizens? Welfare rights and responsibilities in the late 1990s", Critical Social Policy, 18(57), pp.493~517 (1998)
  24. Fledderus, J., "Restoring trust through the co-production of public services : A theoretical elaboration", Public Management Review, 16(3), pp.424~443 (2014)
  25. Frederickson, H. G., "Toward a theory of the public for public administration", Administration & Society, 22(4), pp.395~417 (1991)
  26. Frederickson, H. G., "Painting bull’s eyes around bullet holes", Governing, 6(1), pp.13~ (1992)
  27. Frederickson, H. G., "The seven principles of total quality politics", Public Administration Times, 17(1), pp.9~ (1994)
  28. Glendinning, C., "Partnerships, New Labour and the governance of welfare" (2002), Policy Press
  29. Ho, A. T. -K., "Performance budgeting reform : Theories and international practices" (2019), Routledge
  30. Hood, C., "A public management for all seasons?", Public Administration, 69(1), pp.3~19 (1991)
  31. TOBINIM, "BUREAUCRATIC POWER AND THE NPM REFORMS IN KOREA", International Review of Public Administration, 8(1), pp.89~102 (2003), 한국행정학회
  32. Im, T., "Bureaucracy in three different worlds : The assumptions of failed public sector reforms in Korea", Public Organization Review, 14, pp.577~596 (2014)
  33. Inglehart, R., "Globalization and postmodern values", Washington Quarterly, 23(1), pp.215~228 (2000)
  34. James, O., "Evaluating the expectations disconfirmation and expectations anchoring approaches to citizen satisfaction with local public services", Journal of Public Administration Research and Theory, 19(1), pp.107~123 (2007)
  35. Johnson, M. D., "A framework for comparing customer satisfaction across individuals and product categories", Journal of economic psychology, 12(2), pp.267~286 (1991)
  36. Judge, D., "Theories of urban politics" (1995), Sage
  37. Judge, T. A., "Dispositional effects on job and life satisfaction : The role of core evaluations", Journal of Applied Psychology, 83(1), pp.17~34 (1998)
  38. Kettl, D. F., "The global public management revolution: A report on the transformation of governance" (2006), Brookings Institution Press
  39. King, C. S., "The age of direct citizen participation", pp.391~408 (2015), Routledge
  40. Lindberg, K., "After NPM?", Scandinavian Journal of Public Administration, 19(2), pp.3~6 (2015)
  41. Lowndes, V., "Trends in public participation : Citizens’perspectives", Public Administration, 79(2), pp.445~455 (2001)
  42. Marvel, J. D., "Unconscious bias in citizens’ evaluations of public sector perfor mance", Journal of Public Administration Research and Theory, 26(1), pp.143~158 (2015)
  43. Merton, Robert K., "Bureaucratic structure and personality", Social Forces, 18(4), pp.560~568 (1940)
  44. Nabatchi, T., "Addressing the citizenship and democratic deficits : The potential of deliberative democracy for public administration", American Review of Public Administration, 40(4), pp.376~399 (2010)
  45. Newman, J., "Public participation and collaborative governance", Journal of social policy, 33(2), pp.203~223 (2004)
  46. Oliver, R. L., "A cognitive model of the antecedents and consequences of satisfaction decisions", Journal of marketing research, 17(4), pp.460~469 (1980)
  47. Oliver, R. L., "Satisfaction: A Behavioral Perspective on the Consumer" (1997), McGraw-Hill
  48. Olsen, J. P., "Citizens, public administration and the search for theoretical foundations", PS : Political Science & Politics, 37(1), pp.69~79 (2004)
  49. Osborne, S. P., "The new public governance: Emerging perspectives on the theory and practice of public governance" (2010), Routledge
  50. Osborne, S. P., "Co-production and the co-creation of value in public services: A suitable case for treatment?", Public Management Review, 18(5), pp.639~653 (2016)
  51. Ostrom, E., "The public service production process : a framework for analyzing police services", Policy Studies Journal, 7, pp.381~ (1978)
  52. Park, C. -O., "Control over the Korean bureaucracy : A review of the NPM civil service reforms under the Roh Moo-Hyun government", Review of Public Personnel Administration, 30(2), pp.189~210 (2010)
  53. Park, S., "Productive resistance within the Korean public sector:Exploring organisational culture", Public Organization Review, 18, pp.279~297 (2018)
  54. Parrado, T., "Correlates of co-production : Evidence from a five-nation survey of citizens", International Public Management Journal, 16(1), pp.1~28 (2013)
  55. Pateman, C., "Participation and democratic theory" (1970), Cambridge University Press
  56. Percy, S. L., "In defense of citizen evaluations as performance measures", Urban Affairs Quarterly, 22(1), pp.66~83 (1986)
  57. Pestoff, V., "Co-production and third sector social services in Europe : Some concepts and evidence", Voluntas : International Journal of Voluntary and Nonprofit Organizations, 23(4), pp.1102~1118 (2012)
  58. Pollitt, C., "The impacts of the New Public Management in Europe: A meta-analysis" (2011)
  59. Pollitt, C., "Public management reform: A comparative analysis" (2004), Oxford University Press
  60. Roberts, N., "Public deliberation in an age of direct citizen participation", The American review of public administration, 34(4), pp.315~353 (2004)
  61. Schachter, H. L., "Reinventing government or reinventing ourselves : Two models for improving government performance", Public Administration Review, 55(6), pp.530~ (1995)
  62. Schachter, H. L., "Reinventing government or reinventing ourselves: The role of citizen owners in making a better government" (1997), SUNY press
  63. Smith, G. E., "Reframing the metaphor of the citizen-government relationship : A value-centered perspective", Public Administration Review, 57(4), pp.309~318 (1997)
  64. Stivers, C., "The listening bureaucrat: Responsiveness in public administration", Public Administration Review, 54(4), pp.364~369 (1994)
  65. Stoker, G., "Public value management: A new narrative for networked governance?", American Review of Public Administration, 36(1), pp.41~57 (2006)
  66. Thomas, J. C., "Public participation in public decisions: New skills and strategies for public managers", pp.240~ (1995), Jossey-Bass
  67. Thomas, J. C., "Citizen, customer, partner : Rethinking the place of the public in public management", Public Administration Review, 73(6), pp.786~796 (2013)
  68. Van Oorschot, W., "Making the difference in social Europe : Deservingness perceptions among citizens of European welfare states", Journal of European Social Policy, 16(1), pp.23~42 (2006)
  69. Van Ryzin, G. G., "Expectations, performance, and citizen satisfaction with urban services", Journal of Policy Analysis and Management, 23(3), pp.433~448 (2004)
  70. Van Ryzin, G. G., "Derived importance-performance analysis of citizen survey data", Public Performance & Management Review, 27(4), pp.144~173 (2004)
  71. Vigoda, E., "From responsiveness to collaboration: Governance, citizens, and the next generation of public administration", Public Administration Review, 62(5), pp.527~540 (2002)
  72. Whitaker, G. P., "Coproduction : Citizen participation in service delivery", Public administration review, 40(3), pp.240~246 (1980)
  73. Wichowsky, A., "Measuring how administration shapes citizenship : A policy feedback perspective on performance management", Public Administration Review, 68(5), pp.908~920 (2008)

관련 논문AI추천

이 간행물의 다른 논문 (3건)