TY - GEN
T1 - Towards an Expectation-Oriented Model of Public Service Quality
T2 - 13th International Conference on Social Informatics, SocInfo 2022
AU - Hsu, Julia Hsin Ping
AU - Wang, Jieshu
AU - Lee, Myeong
N1 - Publisher Copyright:
© 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.
PY - 2022
Y1 - 2022
N2 - The 311 system has been deployed in many U.S. cities to manage non-emergency civic issues such as noise and illegal parking. To assess the performance of 311-mediated public service provision, researchers developed models based on execution time and the status of execution. However, research on user satisfaction suggests that the level of individuals’ perception is asymmetric with respect to the quality of services, because negative experiences have a stronger impact on people’s dissatisfaction than positive experiences do for satisfaction. Informed by the uneven nature of human satisfaction regarding positive and negative service quality, we propose an expectation-based model that measures the quality of public services by adapting the asymmetric function that reflects different perceptions of positive and negative experiences. Our preliminary analysis using the NYC 311 and Census data provides an initial assessment of the model’s validity.
AB - The 311 system has been deployed in many U.S. cities to manage non-emergency civic issues such as noise and illegal parking. To assess the performance of 311-mediated public service provision, researchers developed models based on execution time and the status of execution. However, research on user satisfaction suggests that the level of individuals’ perception is asymmetric with respect to the quality of services, because negative experiences have a stronger impact on people’s dissatisfaction than positive experiences do for satisfaction. Informed by the uneven nature of human satisfaction regarding positive and negative service quality, we propose an expectation-based model that measures the quality of public services by adapting the asymmetric function that reflects different perceptions of positive and negative experiences. Our preliminary analysis using the NYC 311 and Census data provides an initial assessment of the model’s validity.
KW - 311 System
KW - Expectancy disconfirmation
KW - Expectation-oriented model
KW - The quality of public service
UR - https://www.scopus.com/pages/publications/85141720529
U2 - 10.1007/978-3-031-19097-1_31
DO - 10.1007/978-3-031-19097-1_31
M3 - Conference contribution
AN - SCOPUS:85141720529
SN - 9783031190964
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 447
EP - 458
BT - Social Informatics - 13th International Conference, SocInfo 2022, Proceedings
A2 - Hopfgartner, Frank
A2 - Jaidka, Kokil
A2 - Mayr, Philipp
A2 - Jose, Joemon
A2 - Breitsohl, Jan
PB - Springer Science and Business Media Deutschland GmbH
Y2 - 19 October 2022 through 21 October 2022
ER -