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

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  • 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.

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  • 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
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    References listed on IDEAS

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    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.
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    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.
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    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. 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.
    3. 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.
    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.

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