Two Track Public Services? Citizens’ Voice Behaviour Towards Liberalized Services in the EU15

Public Management Review, 2013, Vol.15 No. 4, pp. 465-476.

18 Pages Posted: 16 May 2012 Last revised: 23 Mar 2018

See all articles by Sebastian Jilke

Sebastian Jilke

Rutgers University-Newark

Steven Van de Walle

KU Leuven - Department of Political Science; Erasmus University Rotterdam - Department of Public Administration

Date Written: 2013

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 behavior 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.

Keywords: Eurobarometer, liberalization, services of general interest, voice

Suggested Citation

Jilke, Sebastian and Van de Walle, Steven, Two Track Public Services? Citizens’ Voice Behaviour Towards Liberalized Services in the EU15 (2013). Public Management Review, 2013, Vol.15 No. 4, pp. 465-476.. Available at SSRN: https://ssrn.com/abstract=2060294

Sebastian Jilke (Contact Author)

Rutgers University-Newark ( email )

111 Washington Street
Center for Urban and Public Service
Newark, NJ 07102
United States

HOME PAGE: http://www.sebastianjilke.net

Steven Van de Walle

KU Leuven - Department of Political Science ( email )

Public Management Institute
Van Evenstraat 2A
B-3000 Leuven
Belgium
+32 16 323614 (Phone)
+32 16 323611 (Fax)

HOME PAGE: http://www.publicmanagementinstitute.be

Erasmus University Rotterdam - Department of Public Administration ( email )

3000 DR Rotterdam
Netherlands
0031 10 408 2518 (Phone)

HOME PAGE: http://www.stevenvandewalle.eu

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