Gregg G. Van Ryzin
Outcomes, Process, and Trust of Civil Servants
Rutgers, The State University of New Jersey|Rütgers (Germany)|Rutgers Sexual and Reproductive Health and Rights
contemporary performance movement tended assume key restoring public trust civil servants lies focus outcomes results growing evidence various fields trust people institutions authority often depends process fairness equity outcomes finding process matters formation trust judgments appears across wide range settings police courts work places yet adequately recognized public administration literature rhetoric government performanceespecially era outcomesbased resultsdriven government using data international social survey program issp world bank governance indicators un human development index article empirically examines relative influence process versus outcomes perceived trustworthiness civil servants individuallevel structural equation models tested united states well 33 countries issp countrylevel path models tested using world bankun indicators aggregated issp survey data results show process consistently large effect trust civil servants models several times larger effect outcomes trust although methodological limitations study least encourage theoretical empirical attention government process outcomes factor explaining citizens trust civil servants