Public confidence in the Criminal Justice System has been found to be relatively low compared to public confidence in many other institutions. This lack of confidence has been attributed, in part, to low public understanding of how the courts work. Greater experience with the justice system is...

Public opinion does not fall out of the sky. What passes for public opinion in the European Union is largely the answers of its citizens to questions posed in surveys commissioned and controlled by the European Commission. This paper presents the first systematic mapping of the topics and...

Is there evidence for the emergence of 'two-track' public services, where the wealthiest, best-informed and most assertive customers get the best quality service? In this paper, we use public opinion data of citizen complaint behaviour from 2000 and 2004 towards services of general interest in...

Many organizations have introduced service charters to improve service quality and user satisfaction. However, this goal is not always achieved, with the literature showing both implementation successes and failures. In this article, we analyse the organizational enablers for the implementation...

We examine the relationship between a range of new public management (NPM) practices and citizens' perceptions of service efficiency, responsiveness, equity and effectiveness in English local governments. We find that public-private relationships have a negative relationship with citizens'...