{"id":"https://openalex.org/W7225831783","doi":"https://doi.org/10.1007/s11115-026-01067-4","title":"How Citizen Experiences Shape Attitudes Toward AI in Public Service Delivery: A Survey Experiment on Attitudinal Shifts","display_name":"How Citizen Experiences Shape Attitudes Toward AI in Public Service Delivery: A Survey Experiment on Attitudinal Shifts","publication_year":2026,"publication_date":"2026-11-11","ids":{"openalex":"https://openalex.org/W7225831783","doi":"https://doi.org/10.1007/s11115-026-01067-4"},"language":"en","primary_location":{"id":"doi:10.1007/s11115-026-01067-4","doi":"https://doi.org/10.1007/s11115-026-01067-4","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s11115-026-01067-4","pdf_url":null,"source":{"id":"https://openalex.org/S162137778","display_name":"Public Organization Review","issn_l":"1566-7170","issn":["1566-7170","1573-7098"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Public Organization Review","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://doi.org/10.1007/s11115-026-01067-4","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5027223726","display_name":"Yeonkyung Kim","orcid":"https://orcid.org/0000-0002-8166-5260","observed_orcids":["https://orcid.org/0000-0002-8166-5260"]},"institutions":[{"id":"https://openalex.org/I47449453","display_name":"Kean University","ror":"https://ror.org/04wzzqn13","country_code":"US","type":"education","lineage":["https://openalex.org/I47449453"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Yeonkyung Kim","raw_affiliation_strings":["Department of Criminal Justice and Public Affairs, Kean University, 1000 Morris Ave, Union, NJ, 07083, USA"],"raw_orcid":"https://orcid.org/0000-0002-8166-5260","affiliations":[{"raw_affiliation_string":"Department of Criminal Justice and Public Affairs, Kean University, 1000 Morris Ave, Union, NJ, 07083, USA","institution_ids":["https://openalex.org/I47449453"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5016235025","display_name":"Yi-Fan Wang","orcid":"https://orcid.org/0000-0003-1409-9753","observed_orcids":["https://orcid.org/0000-0003-1409-9753"]},"institutions":[{"id":"https://openalex.org/I91807558","display_name":"National Cheng Kung University","ror":"https://ror.org/01b8kcc49","country_code":"TW","type":"education","lineage":["https://openalex.org/I91807558"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Yi-Fan Wang","raw_affiliation_strings":["Department of Political Science, National Cheng Kung University, No. 1, University Road, Tainan City, 70101, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Political Science, National Cheng Kung University, No. 1, University Road, Tainan City, 70101, Taiwan","institution_ids":["https://openalex.org/I91807558"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5161426041","display_name":"Grace Jung","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I708430","display_name":"University of La Verne","ror":"https://ror.org/02kg81z20","country_code":"US","type":"education","lineage":["https://openalex.org/I708430"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Grace Jung","raw_affiliation_strings":["College of Law and Public Service, University of La Verne, 320 East D Street, Ontario, CA, 91764, USA"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Law and Public Service, University of La Verne, 320 East D Street, Ontario, CA, 91764, USA","institution_ids":["https://openalex.org/I708430"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5027223726"],"corresponding_institution_ids":["https://openalex.org/I47449453"],"apc_list":{"value":3190,"currency":"USD","value_usd":3190},"apc_paid":{"value":3190,"currency":"USD","value_usd":3190},"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9556000232696533,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9556000232696533,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10883","display_name":"Ethics and Social Impacts of AI","score":0.02500000037252903,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.00800000037997961,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[],"concepts":[{"id":"https://openalex.org/C178283979","wikidata":"https://www.wikidata.org/wiki/Q274490","display_name":"Public finance","level":2,"score":0.6826000213623047},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.58160001039505},{"id":"https://openalex.org/C105339364","wikidata":"https://www.wikidata.org/wiki/Q2297740","display_name":"Software deployment","level":2,"score":0.5741999745368958},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.49950000643730164},{"id":"https://openalex.org/C2776661979","wikidata":"https://www.wikidata.org/wiki/Q7257614","display_name":"Public service motivation","level":3,"score":0.4909999966621399},{"id":"https://openalex.org/C2780110086","wikidata":"https://www.wikidata.org/wiki/Q161837","display_name":"Public service","level":2,"score":0.48399999737739563},{"id":"https://openalex.org/C198477413","wikidata":"https://www.wikidata.org/wiki/Q7647069","display_name":"Survey data collection","level":2,"score":0.47609999775886536},{"id":"https://openalex.org/C7453019","wikidata":"https://www.wikidata.org/wiki/Q16254302","display_name":"Negativity effect","level":2,"score":0.47440001368522644},{"id":"https://openalex.org/C134698397","wikidata":"https://www.wikidata.org/wiki/Q17946","display_name":"Public opinion","level":3,"score":0.4311999976634979},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.3817000091075897},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.3716999888420105},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.367000013589859},{"id":"https://openalex.org/C173481278","wikidata":"https://www.wikidata.org/wiki/Q7257997","display_name":"Survey research","level":2,"score":0.3321000039577484},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.32580000162124634},{"id":"https://openalex.org/C109986646","wikidata":"https://www.wikidata.org/wiki/Q546113","display_name":"Public policy","level":2,"score":0.3197000026702881},{"id":"https://openalex.org/C2993622102","wikidata":"https://www.wikidata.org/wiki/Q1161355","display_name":"Public support","level":2,"score":0.3142000138759613},{"id":"https://openalex.org/C181907467","wikidata":"https://www.wikidata.org/wiki/Q17027869","display_name":"Human services","level":2,"score":0.30799999833106995},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.3068999946117401},{"id":"https://openalex.org/C100001284","wikidata":"https://www.wikidata.org/wiki/Q2248246","display_name":"Public economics","level":1,"score":0.2985999882221222},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.29670000076293945},{"id":"https://openalex.org/C162222271","wikidata":"https://www.wikidata.org/wiki/Q92779871","display_name":"Public good","level":2,"score":0.28450000286102295},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2630000114440918},{"id":"https://openalex.org/C18619997","wikidata":"https://www.wikidata.org/wiki/Q47627","display_name":"Experimental economics","level":2,"score":0.2612999975681305},{"id":"https://openalex.org/C105409693","wikidata":"https://www.wikidata.org/wiki/Q5937824","display_name":"Human intelligence","level":2,"score":0.2515999972820282}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/s11115-026-01067-4","doi":"https://doi.org/10.1007/s11115-026-01067-4","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s11115-026-01067-4","pdf_url":null,"source":{"id":"https://openalex.org/S162137778","display_name":"Public Organization Review","issn_l":"1566-7170","issn":["1566-7170","1573-7098"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Public Organization Review","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1007/s11115-026-01067-4","doi":"https://doi.org/10.1007/s11115-026-01067-4","is_oa":true,"landing_page_url":"https://doi.org/10.1007/s11115-026-01067-4","pdf_url":null,"source":{"id":"https://openalex.org/S162137778","display_name":"Public Organization Review","issn_l":"1566-7170","issn":["1566-7170","1573-7098"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Public Organization Review","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":24,"referenced_works":["https://openalex.org/W1588164358","https://openalex.org/W1721583265","https://openalex.org/W1974349218","https://openalex.org/W2060004710","https://openalex.org/W2110603447","https://openalex.org/W2119266541","https://openalex.org/W2123716662","https://openalex.org/W2130021160","https://openalex.org/W2140063347","https://openalex.org/W2144969491","https://openalex.org/W2148424556","https://openalex.org/W2163577378","https://openalex.org/W2526592609","https://openalex.org/W2897212427","https://openalex.org/W2903843220","https://openalex.org/W3017195291","https://openalex.org/W3135910070","https://openalex.org/W4211002924","https://openalex.org/W4226429363","https://openalex.org/W4300107936","https://openalex.org/W4387487008","https://openalex.org/W4392168015","https://openalex.org/W4404127825","https://openalex.org/W4404565218"],"related_works":[],"abstract_inverted_index":{"Abstract":[0],"As":[1],"governments":[2],"increasingly":[3],"adopt":[4],"artificial":[5],"intelligence":[6],"(AI)":[7],"in":[8,46,63],"public":[9],"service":[10],"delivery,":[11],"understanding":[12],"how":[13,32],"citizens":[14],"respond":[15],"to":[16,59,72],"AI-driven":[17],"decisions":[18],"is":[19],"critical.":[20],"Using":[21],"survey":[22],"experiment":[23],"data":[24],"(":[25],"N":[26],"=":[27],"3,010),":[28],"this":[29],"study":[30,76],"examines":[31],"citizens\u2019":[33],"attitudes":[34],"toward":[35],"AI":[36,42,60,85,95],"change":[37],"after":[38],"direct":[39],"experiences":[40,86],"with":[41],"or":[43],"human":[44,73],"decision-makers":[45],"tax":[47],"and":[48,97],"SNAP":[49],"policy":[50],"contexts.":[51],"The":[52,75],"findings":[53],"reveal":[54],"a":[55,79],"dual-process":[56],"effect:":[57],"exposure":[58],"increases":[61],"beliefs":[62],"its":[64],"performance":[65],"capabilities":[66],"but":[67],"reduces":[68],"overall":[69],"perceptions":[70],"relative":[71],"interactions.":[74],"also":[77],"identifies":[78],"strong":[80],"negativity":[81],"bias,":[82],"whereby":[83],"negative":[84],"disproportionately":[87],"erode":[88],"trust,":[89],"underscoring":[90],"the":[91],"need":[92],"for":[93],"phased":[94],"deployment":[96],"robust":[98],"expectation":[99],"management.":[100]},"counts_by_year":[],"updated_date":"2026-11-12T12:28:57.059296","created_date":"2026-11-12T00:00:00"}
