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 本研究以联邦区州法院的司法调解服务为研究场景，基于使用该服务的诉讼当事人与律师的满意度评价，考察了共同生产（coproduction）模式与服务提供商能力对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，在此类流程中，服务使用者在公共服务供给环节发挥着核心作用。本研究采用了由TJDFT（Tribunal de Justiça do Distrito Federal）设计的客户满意度调查问卷所获取的二手数据，最终研究样本涵盖1735名诉讼当事人与764名律师。数据分析环节采用探索性因子分析与逻辑回归分析方法，回归结果显示：从诉讼当事人的感知视角出发，共同生产是最能解释该服务成效以及司法机构声誉的变量。此外，基于诉讼当事人与律师的两类样本所得结果均显示，若服务使用者认为本次调解服务对公民有益，则其更有可能对司法机构形成正向印象。