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  1. Nudging the nudger
    a field experiment on the effect of performance feedback to service agents on increasing organ donor registrations
    Author: House, Julian; Lacetera, Nicola; Macis, Mario; Mažar, Nina
    Published: October 2022
    Publisher:  CESifo, Center for Economic Studies & Ifo Institute, Munich, Germany

    We conducted a randomized controlled trial involving nearly 700 customer-service representatives (CSRs) in a Canadian government service agency to study whether providing CSRs with performance feedback with or without peer comparison affected their... more

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    Verlag (kostenfrei)
    Verlag (kostenfrei)
    Resolving-System (kostenfrei)

    Location:
    ZBW - Leibniz-Informationszentrum Wirtschaft, Standort Kiel
    Signature:
    DS 63
    Inter-library loan:
    No inter-library loan

     

    We conducted a randomized controlled trial involving nearly 700 customer-service representatives (CSRs) in a Canadian government service agency to study whether providing CSRs with performance feedback with or without peer comparison affected their subsequent organ donor registration rates. Despite having no tie to remuneration or promotion, the provision of individual performance feedback three times over one year resulted in a 25% increase in daily signups, compared to otherwise similar encouragement and reminders. Adding benchmark information that compared CSRs performance to average and top peer performance did not further enhance this effect. Registrations increased more among CSRs whose performance was already above average, and there was no negative effect on lower-performing CSRs. A post-intervention survey showed that CSRs found the information included in the treatments helpful and encouraging. However, performance feedback without benchmark information increased perceived pressure to perform.

     
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    Source: Union catalogues
    Language: English
    Media type: Book
    Format: Online
    Other identifier:
    hdl: 10419/267245
    Series: CESifo working paper ; no. 10012 (2022)
    Subjects: Öffentliche Dienstleistung; Öffentlicher Dienst; Angestellte; Soziales Verhalten; Organtransplantation; Leistungsanreiz; Leistungsmotivation; Arbeitsleistung; Nudge; Randomisierte kontrollierte Studie; Kanada; prosocial behavior; motivation; public service; employee; intermediaries; field experiments; feedback; organ donation
    Scope: 1 Online-Ressource (circa 33 Seiten), Illustrationen
  2. Synchronising digital governments
    country factsheets
    Published: [2022]
    Publisher:  Publications Office of the European Union, Luxembourg

    Access:
    Verlag (kostenfrei)
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    Resolving-System (kostenfrei)

    Location:
    Helmut-Schmidt-Universität, Universität der Bundeswehr Hamburg, Universitätsbibliothek
    Inter-library loan:
    No inter-library loan

    Location:
    ZBW - Leibniz-Informationszentrum Wirtschaft, Standort Kiel
    Signature:
    VSP 2008
    Inter-library loan:
    No inter-library loan
    Export to reference management software   RIS file
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    Source: Union catalogues
    Language: English
    Media type: Ebook
    Format: Online
    ISBN: 9789276497943
    Other identifier:
    KK-08-22-085-EN-N
    Series: EGovernment benchmark ... ; 2022
    Subjects: electronic government; digital technology; public service; information technology user; digital literacy; digital single market; benchmarking; administrative transparency; cross-frontier data flow; electronic document; information security; EU Member State
    Scope: 1 Online-Ressource (circa 102 Seiten), Illustrationen