The government performance and results act

Government Information Quarterly

Volumn 15, Issue 2, 1998, Pages 153-156

  Hernon, Peter ^a  

^a SIMMONS COLLEGE   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 12844269483     PISSN: 0740624X     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0740-624X(98)90040-5     Document Type: Note

References (10)

1. Peter Hernon et al., "The Literature on Government Information Policies, Practices, and Services in the Coming Years: Topics Meriting Inclusion," Government Information Quarterly, 14 (1997): 221-228.
2. John Carlo Bertot & Charles R. McClure, "Symposium on Federal Information Resources Management in the Age of the Information Technology Management Reform Act of 1999," Government Information Quarterly, 14 (1997): 231-311.
3. General Accounting Office, The Government Performance and Results Act: 1997 Governmentwide Implementation Will Be Uneven, GAO/GGD-97-109 (Washington, D.C., June 1997), p. 3.
4. Ibid., p. 4.
5. Ibid.
6. Ibid., p. 5. See also "Towards a Smaller, Smarter, Common Sense Government Results Act: It Matters Now." An Interim Report issued by House Majority Leader Dick Armery (September 1997).
7. General Accounting Office, The Government Performance and Results Act, p. 10.
8. See http://www.npr.gov.
9. General Accounting Office, The Government Performance and Results Act, p. 5.
10. The literature emphasizes that studies of satisfaction should distinguish between those who express any degree of satisfaction and those who are dissatisfied. Instead, the distinction is between those who are completely satisfied and those expressing any other degree of satisfaction. Only those who are completely satisfied are loyal customers. See Peter Hernon & Ellen Altman, Assessing Service Quality: Satisfying the Expectations of Library Customers (Chicago: American Library Association, 1998).