Panel Chairs Oliver James (University of Exeter, UK) Sebastian Jilke (Erasmus University Rotterdam, NL) Gregg Van Ryzin (Rutgers University, US)

Citizens' relationship to public services is being rethought by the academic community and policymakers, reflecting both changes in the modes of service delivery as well as advances in our understanding of the psychology and behaviour of citizens. Public services increasingly rely on choice and market-based ‘exit’ methods alongside political participation and voice methods, including complaint, lobbying and voting. Moreover, public services are delivered increasingly by non-state actors, markets, choice, and various forms of coproduction, rather than directly by government. Citizens’ interaction with services, in turn, has been shown to depend on expectations, perceptions of both performance and process, and broader attitudes and affects toward the public sector, as well as information available from published performance measures and media reports. The relevant outcomes can include satisfaction, trust, cooperation, voice (complaining), switching between providers, and exit to alternative providers, including the private and non-profit sectors. Moreover, responses to public services can affect support for politicians and public institutions, including states, especially given negativity bias in response to performance. Blame shifting and avoidance can be used by politicians and service providers seeking to avoid criticism.

With these issues in mind, we invite theory-based, empirical papers that use experiments and/or analysis of datasets from non-experimental sources on a range of topics that include (but are not limited to):

• Trust of government, including i ts antecedents and consequences; • Satisfaction ; • Citizens knowledge and interpretation of p erformance measures and reports; • Cognitive and affective biases in how citizens p erceive a nd evaluate government services; • Expectations and their role in satisfaction and other evaluative judgments; • Complaining and other voi ce behaviours, including voting; • Choice and exit behaviours with respect to public services; • Citizens par ticipation in and co - production of public services