Perceived credibility of performance information: experimental evidence on type and source effects

Extensive research has examined the use of performance information in citizen – government relationships. Little is known, however, about the credibility of performance information communicated. This study aims to fill this gap by investigating how performance information types and sources influence perceived credibility among different stakeholder groups. Using an experimental vignette methodology, this study surveyed internal and external stakeholders across two service areas in Hong Kong: secondary education and solid-waste recycling. The findings indicate that hard performance information from external sources is perceived as the most credible. In contrast, in some contexts, internal-soft performance information is viewed as less credible than the absence of performance information. These findings suggest that governments should prioritise more objective and externally validated information when reporting on performance.