Cognitive Biases in Performance Evaluations
By Simon Calmar Andersen, Morten Hjortskov. 2016
128 citations recorded by the source corpus.
Performance evaluations are a central component in the administration of public organizations. The predominant model of how both public managers and citizens evaluate performance suggests that satisfaction judgments about performance are based on a comparison of performance to some adapted standard like expectations or goals. However, in a number of experiments we show that perceptions of performance and satisfaction are formed in ways that are not so consistent and better explained by an intuitive mode of thinking. The results question the validity of citizen satisfaction as a measure of performance but also raise more general questions about how performance information is processed by citizens and public managers. Suggestions for a more adequate theory of the relationship between performance and satisfaction and implications for the use of performance information in public organizations are presented and discussed.
Subfields: General Decision Sciences, Safety Research, Sociology and Political Science
View Paper: https://www.semanticscholar.org/paper/5a318fb370ecfb0ea3a166608df2bb2d04cdca0f
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In General Decision Sciences
In Safety Research
In Sociology and Political Science
Citations in the corpus
- Reconsidering the expectancy disconfirmation model. Three experimental replications (2017, background): “Among these assumptions, as Andersen and Hjortskov explain (2016), is that of a citizen who deliberately and rationally reflects on government performance and expectations.”