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 behavior from 2000 and 2004 towards services of general interest...

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...

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'...