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.
Show moreOrganizations and authors
LUT University
Olkkonen Laura
Publication type
Publication format
Article
Parent publication type
Compilation
Article type
Other article
Audience
ScientificPeer-reviewed
Peer-ReviewedMINEDU's publication type classification code
A3 Book section, Chapters in research booksPublication channel information
Parent publication name
Parent publication editors
Luoma-aho, Vilma; Canel, María José
Publisher
Pages
303-314
ISBN
Publication forum
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