The effects of coproduction on judicial conciliation results: society’s perception of an innovative service

Abstract This study examined the effects of coproduction and the competencies of the service provider on the results of the Judicial Conciliation at the State Courthouse of Distrito Federal, based on the satisfaction of the litigants and lawyers who used the service. The Judicial Conciliation is an innovation to increase efficiency and results for the general public and is a coproduced process, in which the users play an essential role in the provision of public services. The study used secondary data obtained from a customer satisfaction survey designed by the TJDFT. The final research sample consisted of 1,735 litigants and 764 lawyers. For the data analysis, exploratory factor analysis and logistic regression were used, and the results of the regressions suggest that coproduction is the variable that best explains the results of the service for the customers as well as for the reputation of the Judiciary, from the perception of the litigants. Finally, the perception that the service was beneficial to citizens increases the likelihood of the customer to develop a positive image of the Judiciary, according to the results obtained both in the litigants’ and lawyers’ samples.

摘要 本研究基于使用过该服务的诉讼当事人与律师的满意度反馈，探讨了共同生产（coproduction）模式与服务提供商能力对巴西联邦特区州法院司法调解成效的影响。司法调解作为一项旨在提升公共服务效率与服务成效的创新举措，属于共同生产流程，用户在公共服务供给环节发挥着不可或缺的重要作用。本研究采用了巴西联邦特区法院（TJDFT）设计的客户满意度调查问卷所采集的二手数据，最终研究样本包含1735名诉讼当事人与764名律师。数据分析环节采用了探索性因子分析与逻辑回归方法，回归结果显示，从诉讼当事人的感知视角出发，共同生产是最能够解释该服务用户评价以及司法公信力的核心变量。最后，结合诉讼当事人与律师两类样本的分析结果可知，若服务对象认为该项服务对公民具有积极价值，则其对司法机构形成正面印象的概率将显著提升。