Cristin-resultat-ID: 1155989
Sist endret: 19. september 2014 11:51
Resultat
Vitenskapelig foredrag
2013

Service use and complaint behaviour in complex organizations: An analysis of the Norwegian Labour and Welfare administration

Bidragsytere:
  • Hans-Tore Hansen
  • Jacob Aars og
  • Dag Arne Christensen

Konferanse

Tittel: Konferanse

Sted:

Rotterdam
Nederland
Utbredelsesområde: Internasjonalt
Årstall: 2013
Dato fra: 14. november 2013
Dato til: 15. november 2013

Arrangør:

Uni Rokkan Centre

Om resultatet

Vitenskapelig foredrag
Publiseringsår: 2013
Invitert
Plenar

Finansiering

  • Norges forskningsråd
    Prosjektkode: 217201

Beskrivelse Beskrivelse

Tittel

Service use and complaint behaviour in complex organizations: An analysis of the Norwegian Labour and Welfare administration

Sammendrag

This paper focuses on public service complaints. Most studes of citizens relations with public service provision have focused on user satisfaction, that is, weak feedback signals. We are concerned with complaints as feedback mechanism, that is, a strong voice. The article raises the issue of complaint behaviour directed towards organizations with a high degree of co-ordination. We consider the case of the Norwegian Labour and Welfare Administration (NAV). Based on data on complaints from the users of the NAV, we find that even in a sused public organization where services are thought to be tailor-made to suit the needs of individual users, complaints are very service specific. Moreover, the type of service influences complaint behaviour. Further, the simple distinction between universal and means-tested services is insufficient to explain complaint behaviour.

Bidragsytere

Hans-Tore Hansen

  • Tilknyttet:
    Forfatter
    ved Sosiologisk institutt ved Universitetet i Bergen

Jacob Aars

  • Tilknyttet:
    Forfatter
    ved Institutt for administrasjon og organisasjonsvitenskap ved Universitetet i Bergen

Dag Arne Christensen

  • Tilknyttet:
    Forfatter
    ved NORCE Samfunn ved NORCE Norwegian Research Centre AS
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