This study identifies the impacts of different citizen satisfaction signals (positive/negative) on managers’ agreement to use various participation channels. Citizen satisfaction with public service quality plays an essential role in managers’ accountability expectations. Accordingly, it is crucial to examine how public managers use participation mechanisms, reacting to citizen satisfaction signals on public service quality. The results confirm a negativity bias: Managers are more reactive to citizens’ negative signals than a positive signal in their service quality evaluations. However, the negative signal’s effect does not reach the participation tools, where the degree of their decision-making is highly delegated to citizens.

本研究确定了不同公民满意度信号（正面/负面）对管理者同意使用各种参与渠道的影响。公民对公共服务质量的满意度在管理者的责任期望中起着至关重要的作用。因此，至关重要的是研究公共管理者如何使用参与机制，对公民对公共服务质量的满意度信号做出反应。结果证实了一种消极偏见：在他们的服务质量评估中，管理者对公民的消极信号的反应比对积极信号的反应更大。然而，负面信号的影响并没有到达参与工具，他们的决策程度高度委托给公民。