The Performance Paradox: Why Do Better Performing Governments Receive More Citizen Complaints?

• In Event: Public Participation and Organizational Performance

Brief Overview

We develop a framework between public service performance and citizen complaint. Empirically, the results shows that historical public service performance is positively related to citizen complaint. We give the interpretation of this result.

Authors

• Pu Gong, Tsinghua University

• Xiao Sun, Tsinghua University