We conducted three randomized experiments to investigate whether and to what extent
citizens' expectations toward waiting times for public service delivery are influenced by …

This article examines the relationship between citizen expectations, citizen satisfaction,
agency reputation and agency behaviour in public management. We expand upon the …

We consider how current and past views of a service provider jointly shape satisfaction
levels. In Study 1, we replicate a prior study of expectancy-disconfirmation by Van Ryzin …

Although expectations have emerged as a prominent research theme in public
administration, little is known about whether and how expectations affect citizen satisfaction …

Purpose This study investigated the predictors of overall value for money in the hospitality
industry concerning routine practices reinforcing SDG goals. The sequential mediation …

This study explores the effect of disinformation on sales performance in the context of
socially responsible brands. Using a case study methodological approach, we examine the …

This study tests whether civil servant stereotypes affect how citizens experience public
service delivery. Using a pre‐registered survey vignette experiment (n= 1130), we activate …

Given the growing attention on citizen involvement in local sustainability, this study explores
how citizens evaluate government sustainability performance stemming from exploitation …

This article investigates whether citizens' satisfaction with public service is related to citizen–
state encounters, and how voice behaviour shapes this relationship. We provide empirical …

Purpose This study explores the effect of language on service satisfaction among Finland-
Swedes, a national minority language group in Finland, in the context of early childhood …