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Public Sector Communication and Citizen Expectations and Satisfaction

Year of publication

2020

Authors

Luoma-aho, Vilma; Olkkonen, Laura; Canel, Maria-Jos�

Abstract

When society and communication technologies change, citizen expectations follow suit. Expectations about the nature of communication with public sector organizations are changing from one‐way information provision toward ongoing interaction and engagement, yet most public sector organizations have not been able to keep up with these new demands. To meet emerging citizen needs, public sector organizations must better understand the logic through which citizen expectations are formed, as well as the different types of expectations citizens may have. By monitoring and analyzing expectations, public sector communication can identify not only gaps between expectations and performance but also the cause of those gaps. Priming communication can help to set expectations at a realistic level, whereas unethical expectation management efforts can hurt organizational reputation and legitimacy.
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Organizations and authors

LUT University

Olkkonen Laura

University of Jyväskylä

Luoma-aho Vilma Orcid -palvelun logo

Publication type

Publication format

Article

Parent publication type

Compilation

Article type

Other article

Audience

Scientific

Peer-reviewed

Peer-Reviewed

MINEDU's publication type classification code

A3 Book section, Chapters in research books

Publication channel information

Parent publication editors

Luoma-aho, Vilma; Canel, María José

Pages

303-314

​Publication forum

5574

​Publication forum level

2

Open access

Open access in the publisher’s service

No

Self-archived

Yes

Other information

Fields of science

Business and management; Media and communications

Keywords

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Publication country

United States

Internationality of the publisher

International

Language

English

International co-publication

Yes

Co-publication with a company

No

DOI

10.1002/9781119263203.ch20

The publication is included in the Ministry of Education and Culture’s Publication data collection

Yes