Citation

Kunst MJ, Koster NN, Van Heugten J. J. Interpers. Violence 2017; 32(19): 3027-3044.

Affiliation

Leiden University, The Netherlands.

Copyright

(Copyright © 2017, SAGE Publishing)

DOI

10.1177/0886260515596535

PMID

26224721

Abstract

Satisfaction with a particular good or service represents an affective state in response to an individual's evaluation of the performance of that good or service. This evaluation involves a comparison between perceived actual performance and prior expectations. The current study used this theoretical idea to study violent crime victims' levels of satisfaction with services provided by a Dutch state compensation scheme. One hundred and seventy-seven victims of violent crime who had applied for compensation from the Dutch Violent Offences Compensation Fund (DVOCF) participated in two brief telephone interviews: one before receipt of the fund's decision upon their request for compensation and one after receipt of that decision. Based on the theories of distributive and procedural justice, measurement of prior expectations was differentiated in expectations about receipt of compensation, treatment by fund workers, and information provision.

RESULTS suggested that satisfaction with the DVOCF depended on fulfillment of expectations about treatment by fund workers and information provision, but not on fulfillment of expectations about receipt of compensation. Other predictors of victim satisfaction were as follows: duration of the application procedure, approval upon request for compensation, and satisfaction assessed during the first interview.

RESULTS were discussed in light of theory, policy implications, study limitations, and future research.

Language: en