Does performance information about public services affect citizens' perceptions, satisfaction, and voice behaviour? Field experiments with absolute and relative performance information

Abstract

We evaluate a theory of the effects of publishing performance information on citizens' collective voice to local providers about public service performance and the perceptions and attitudes that influence their voice. Field experiments show that information about low absolute and relative performance of local government household waste recycling services lowers citizens' perceptions of performance, and information about high absolute and relative performance raises perceived performance. Relative information makes citizens judge local providers as being more responsible for outcomes in the case of high performance, suggesting that systems for comparative performance reporting increase local accountability for outcomes. Negativity bias is evident, with information about low absolute performance reducing citizens' satisfaction but information about high performance not raising satisfaction. Information about low performance did not trigger collective voice protest behaviour as hypothesized, suggesting that providers who need citizens' collective voice the most do not get it. © 2014 John Wiley & Sons Ltd.