Title: Measuring Satisfaction with Public Services: Exploring the Delivery Paradox A Work in Progress
1Measuring Satisfaction with Public Services
Exploring the Delivery ParadoxA Work in Progress
- Nicki Senior
- University of Nottingham
- lqxns_at_nottingham.ac.uk
2Identified Themes
- Knowledge Formation and Extraction
- Identity
- Outcomes
3Expectations as the Dominant Discourse
- Good is not good,
- when better is expected.
- Thomas Fuller (1608-1661)
4Expectancy Disconfirmation Theory
- Consumers are believed to form expectations of
product performance characteristics prior to
purchase. - Subsequent purchase and usage reveal actual
performance levels that are compared to
expectation levels using a better-than,
worse-than heuristic. - The judgment that results from this comparison
is labelled - negative disconfirmation if the product is worse
than expected - positive disconfirmation if better than expected
- simple confirmation if as expected
- (Oliver and DeSarbo in Brookes, 1995, p.10).
5Brookes Catalogue of Expectations
6Perceptions/Self-Perceptions of Benefit Claiments
Scrounging
Lowest ebb of society
Its not right that some people benefit from
services they havent helped to pay for
Degraded
Guilty
From work by NCSR(2005) Elam and Ritchie (1997)
7Knowledge
8MORIs Influences of Customer Satisfaction
(MORI 2002, p.8)
9Tacit Knowledge
- We know more than we can tell
- (Polanyi 1967)
10Identity
11Identity
- The customer of the public service is not the
same as a customer of a service in the market.
The customer does not necessarily buy the
service the customer may have a right to receive
the service customers may be refused a service
because their needs may not meet the criteria
laid down. - Stewart Clark (in Sanderson 1992)
12Binary Distinctions of Citizen/Consumer
(Clarke et al. 2007, p.3)
13Identity Failure/Identity Reinforcement Construct
(authors own representation)
14Outcomes
- Much outcry, little outcome
- Aesop (c.620BC-c.560BC)
15Expectation/Outcome Complexities
(authors own representation)
16Methodological Approach
- "Blessed are the flexible,
- for they shall not be bent out of shape.
- - Anonymous
17Interview Timetable
18The Grounded Theory Data Dance
(adapted from Kelsey, 2003 in Warburton, 2005,
p.5)
19Criteria for Inclusion by Client Group
20Target Group Selection Criteria
(authors own representation)
21Actions to Reduce Sample Attrition