Citizen Feedback and Delivery of Urban Services

World Development

Volumn 35, Issue 4, 2007, Pages 649-662

  Deichmann, Uwe ^a   Lall, Somik V ^a  

^a WORLD BANK   (United States)

Author keywords

Asia; India; public services; satisfaction surveys; water supply

Indexed keywords

PUBLIC SERVICE; SERVICE SECTOR; URBAN SERVICE; WATER SUPPLY;

ASIA; BANGALORE; EURASIA; INDIA; KARNATAKA; SOUTH ASIA;

EID: 33947190524     PISSN: 0305750X     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.worlddev.2006.06.007     Document Type: Article

References (41)

1. Alesina A., and La Ferrara E. Participation in heterogeneous communities. The Quarterly Journal of Economics 115 3 (2000) 847-904
2. Bartel H., Snow K., and Cullen T. Ethnic influences on service expectations: results of pilot study. International Advances in Economic Research 2 3 (1996) 324-333
3. Blanchflower D., and Oswald A.J. Well-being over time in Britain and the USA. Journal of Public Economics 88 (2004) 1359-1386
4. Boulding W., Kalra A., Staelin R., and Zeithaml V.A. A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research 30 (1993) 7-27
5. Clark A.E., and Oswald A.J. Satisfaction and comparison income. Journal of Public Economics 61 (1996) 359-381
6. Clark A.E., and Oswald A.J. Comparison-concave utility and following behavior in social and economic settings. Journal of Public Economics 70 (1998) 133-155
7. Dahiya B. Hard struggle and soft gains: environmental management, Civil Society and Governance. Environment and Urbanization 15 (2003) 1
8. Davis J. Private-sector participation in the water and sanitation sector. Annual Review of Environment and Resources 30 (2005) 145-183
9. Deaton, A., & Zaidi, S. (2002). Guidelines for constructing consumption aggregates for welfare analysis. Living Standards Measurement Working Paper No. 135. World Bank, Washington, DC.
10. Deichmann, U., Lall, S. V., Suri, A., & Rajoria, P. (2003). Information based strategies for urban management. Policy Research Working Paper No. 3002. Development Research Group. World Bank, Washington, DC.
11. Diener E., Suh E., Lucas R., and Smith H. Subjective well-being: three decades of progress. Psychological Bulletin 125 (1999) 276-302
12. Driver, C. (2002). The nature of service quality. Mimeo. University of Plymouth Business School, Plymouth, UK.
13. Duffy, B. (2000). Satisfaction and expectations: Attitudes to public services in deprived areas. Centre for Analysis of Social Exclusion Working Paper No. 45. London School of Economics, London.
14. Easterlin R. Does economic growth improve the human lot? Some empirical evidence. In: David P.A., and Reder M.W. (Eds). Nations and households in economic growth: Essays in honour of Moses Abramowitz (1974), Academic Press, New York 89-125
15. Estache A., Gomez-Lobo A., and Leipziger D. Utilities privatization and the poor: lessons and evidence from Latin America. World Development 29 7 (2001) 1179-1198
16. Frank R.H. The frame of reference as a public good. Economic Journal 107 (1997) 1832-1847
17. Frijters P., Haisken-DeNew J.P., and Shields M.A. Money does matter! Evidence from increasing real income and life satisfaction in East Germany following reunification. American Economic Review 94 (2004) 730-740
18. Goetz, A. M., & Gaventa, J. (2001). Bringing citizen voice and client focus into service delivery, IDS Working Paper 138. Institute of Development Studies, Brighton.
19. Grosh M., and Glewwe P. Designing household survey questionnaires for developing countries (2003), World Bank, Washington, DC
20. Helliwell J.F., and Putnam R.D. The social context of well-being. Philosophical Transactions of the Royal Society London B 359 (2004) 1435-1446
21. Hentschel J., and Lanjouw P. Household welfare measurement and the pricing of basic services. Journal of International Development 12 1 (2000) 13-27
22. Hirschman A.O. Exit, voice, and loyalty: Responses to decline in firms, organizations, and state (1970), Harvard University Press, Cambridge
23. Johnson M.D., Anderson E.W., and Fornell C. Rational and adaptive performance expectations in a customer satisfaction framework. Journal of Consumer Research 21 (1995) 695-707
24. Johnson M.D., Nader G., and Fornell C. Expectations, perceived performance, and customer satisfaction for a complex service: the case of bank loans. Journal of Economic Psychology 17 (1996) 163-182
25. Kahneman D., and Tversky A. Choices, values, and frames (2000), Cambridge University Press, New York
26. Kapteyn A., van Praag B.M.S., and van Herwaarden F.G. Individual welfare functions and social reference spaces. Economics Letters 1 (1978) 173-178
27. Lall S.V., Deichmann U., Lundberg M.K.A., and Chaudhury N. Tenure, diversity, and commitment: community participation for urban service provision. Journal of Development Studies 40 3 (2004) 1-26
28. Lokshin M., and Ravallion M. Identifying welfare effects from subjective questions. Economica 68 271 (2001) 335-357
29. Lovei L., and Whittington D. Rent-extracting behavior by multiple agents in the provision of municipal water supply: a study of Jakarta, Indonesia. Water Resources Research 29 7 (1993) 1965-1974
30. Noll R.G., Shirley M.M., and Cowan S. Reforming urban water systems in developing countries. In: Krueger A.O. (Ed). Economic policy reform: The second stage (2000), University of Chicago Press, Chicago and London 243-289
31. Paul, S. (1998). Making voice work. The report card on Bangalore's public service. Policy Research Working Paper No. 1921. Development Research Group. World Bank, Washington, DC.
32. Paul, S. (2002). Holding the state to account: Citizen monitoring in action. Bangalore: Books for Change.
33. Samuels, M. (1998). Towards best practice. An evaluation of the first two years of the Public Sector Benchmarking project 1996-98. UK Cabinet Office (Office of Public Service), London.
34. Shah P., and Waglé S. Report cards: A general note on methodology (2001), World Bank, Washington, DC
35. Solo T.M. Small-scale entrepreneurs in the urban water and sanitation market. Environment and Urbanization 11 1 (1999) 117-132
36. Tversky A., and Kahneman D. Judgments under uncertainty: heuristics and biases. Science 185 (1974) 1124-1131
37. UMP. The urban management program. UMP Asia News 2 (2000) 3
38. Veenhoven R. Developments in satisfaction research. Social Indicators Research 37 (1996) 1-46
39. Walker, I., Ordonez, F., Serrano, P., & Halpern, J. (2000). Pricing, subsidies and the poor. Demand for improved water services in Central America. Policy Research Working Paper No. 2468. Development Research Group. World Bank, Washington, DC.
40. Whittington D. Improving the performance of contingent valuation studies in developing countries. Environmental and Resource Economics 22 (2002) 323-367
41. World Bank (2001). Filipino report card on pro-poor services. Report No. 22181-PH, Environment and Social Development Sector Unit, East Asia and Pacific Region, World Bank, Washington, DC.