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Replication Data for: Talk or Type? The Effect of Digital Interfaces on Citizens’ Satisfaction with Standardized Public Services

Harvard Dataverse (Africa Rice Center, Bioversity International, CCAFS, CIAT, IFPRI, IRRI and WorldFish)

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Title Replication Data for: Talk or Type? The Effect of Digital Interfaces on Citizens’ Satisfaction with Standardized Public Services
 
Identifier https://doi.org/10.7910/DVN/1NQPEZ
 
Creator Prokop, Christine
Tepe, Markus
 
Publisher Harvard Dataverse
 
Description Replication Data for: Talk or Type? The Effect of Digital Interfaces on Citizens’ Satisfaction with Standardized Public Services. Dataset, do

Abstract:
Although digital interfaces are increasingly pervading public administration, little is known about how replacing face-to-face interaction with digital interfaces affects citizens’ satisfaction with public service encounters. This study presents evidence from a vignette experiment conducted on a sample of German citizens (N=1.234) whereby we randomly varied the type of public-service request with regard to its psychological costs, service quality, and the type of interaction (face-to-face, self-service terminal, or app). We found that replacing face-to-face communication with a digital interface has no effect on citizens’ satisfaction, nor does it mitigate the effect of psychological costs, service failure, and recovery. Corroborating previous research on service recovery, we find that explaining and apologizing partially compensates for failure. Based on these results, we conclude that using digital interfaces does not undermine the goal to enhance citizen satisfaction with public services.
 
Subject Social Sciences
Digital Public Services, Administrative Burden, Service Failure, Vignette Experiment
 
Language English
 
Contributor Tepe, Markus
 
Type Experimental Data