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Summary and Evaluation of My Case Study
Introduction
The case study tries to understand whether the information received on social media regarding public services has an impact on their evaluation on the services rendered to them by the public services like schools, hospitals, and the social facilities. The information availed to the public can either be biased or accurate.
In most cases, the information received tends to be biased. This case tries to determine how the citizens evaluate the quality of service rendered after receiving biased information over the same. It is also intended to understand whether there are any differences in focalizing formal and informal communication; report versus rumors.
In contemporary society, public organizations employ a good population of people. The levels of unemployment are decreasing over some time as the public entities are committed to offering the most relevant services to the public. They are essential in developing the economy of the nation and social welfare. Despite this, the perception of the public organization by people is wanting. Mizrah, Vigoda-Gadot and Van Ryzin deduced that in the USA the understanding of public entities is low after considering how the civic organizations feature to the public in terms of quality and trust. Nonetheless, the service provided by the public organizations to the public, the citizens still seem to have low confidence in them as compared to private organizations that offer the same services. The information that the citizens receive concerning the quality of the services provided by the public institutions affects its reputation.
The information that the citizens receive has a direct impact on the reputation of the public entities. In comparing the private and public organizations, the individual has higher levels of status in the citizens. Even if the two organizations are offering the same quality service, the public organization always remains lowly ranked. The implication here is that the information spread to the citizens about public organizations is biased. The following are problems encountered during the management of the public organizations’ reputation. Public entities mostly have connections to the political authorities; the individuals who decide how to implement policies, there is inconsistency in public bodies in terms of how they present themselves and their value they also lack strong entity. Public organizations require the potentiality to build an emotional relationship with the citizens apart from the functionality of services. The organizations cannot adequately develop unique attributes from their counterparts; thereby citizens have a perception that public entities are universal. Public organizations also cannot easily maintain excellent service delivery as they are subject to making irregular decisions following the policies directed to them.
The stated challenges that face public organizations open our insight to understand why they have a negative reputation about the quality of services and hoe frequent citizens receive negative information from the media. Usually, information about the public information to be revealed to the press is all about their failures not their improved quality of service delivery. If we present useful information about the public organization in the media, it is on rare occasions, and the citizens probably will not be interested in it. People are generally sensitive to events and news that are bad. When there is bad news in public, it tends to be biased as compared to positive information which can be biased the bases does not alter it. In this case study, there is an experiment carried out to study the perception of information about the public organization and the quality of service delivery. I am going to discuss Experiment 1.
Experiment 1
The experiment revolves around examining the difference in the effects between positive and negative initial information on how citizens perceive the quality of the service provided by public organizations. The experiment tries to investigate whether the initial information received by the citizen has an impact on their perception about the quality of service rendered to them by the public entities.
People make estimations about the initial information they receive, how the data collection takes place in the first place will determine the different response which is usually biased. Biased information tends to obtain a greater audience and has a negative implication on the perception of health. In understanding the behavior of citizens then use bad events and negative information.
The basis of the experiment is on the following hypothesis that the effect perception by the citizens on quality of services will be higher if the initial information is negative rather than the positive news. The question of the research was, “What is the level of quality you perceive in the commuter service that you have used?”
The methodology used in this experiment was a questionnaire whereby 105 passengers in a train were involved. The percentage of women was 52.7%, and the rest were men. The people involved were between the age of 18 years and 55years. They used Voluntary participation. They gave the passengers questionnaires to fill and give their view about the quality of the service that the train offered. One can deduce that the passengers poorly rated the train they just used. Most of them said that the quality of service rendered was poor. In comparison to the information obtained when the passengers were told to evaluate the services provided by trains, in other European countries apart from the one they were using the credit score was high for the other trains.
At first, they gave the passengers false data about the quality of service that the train offered in Spain, on filling the questionnaire they gave the train the best rating. Later the researcher informed them that the data that they received was wrong; they were again to load a different questionnaire with the same question; they rated the train poorly. The implication here is initial negative data has a significant impact on quality rating by the public than positive information.
The dependent variables in the experiment were information provided, either positive or negative. The independent variable was the quality of service offered. The participants in the research studied the data given; they did not give response depending on what they experienced but instead relied on the wrong data to give and determine the quality of the service.
The researchers found that initial negative data has a significant impact on the perception of quality service as compared to the positive initial data. In the experiment, it is the initial negative data that made the participants say that the function of the commuter is of quality.
Work cited
- Martínez-Tur et al. / Journal of Work and Organizational Psychology (2018) 34(2) 95-101