A study of customer satisfaction in the context of a public private partnership

International Journal of Quality and Reliability Management

Volumn 24, Issue 4, 2007, Pages 370-385

  Jamali, Dima ^a  

^a AMERICAN UNIVERSITY OF BEIRUT   (Lebanon)

Author keywords

Customer satisfaction; Lebanon; Partnership; Postal services; Quality

Indexed keywords

EID: 33947206985     PISSN: 0265671X     EISSN: None     Source Type: Journal    
DOI: 10.1108/02656710710740545     Document Type: Article

References (57)

1. Ancarani, A. and Capaldo, G. (2001), "Management of standardized public services: a comprehensive approach to quality assessment", Managing Service Quality, Vol. 11 No. 3, pp. 331-41.
2. Anderson, E.W. (1996), "Customer satisfaction and price tolerance", Marketing Letters, Vol. 7 No. 3, pp. 265-74.
3. Babakus, E. and Boller, G. (1992), "An empirical assessment of the SERVQUAL scale", Journal of Business Research, Vol. 24, pp. 253-68.
4. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V. (1993), "A dynamic process model of service quality: from expectations to behavioral intentions", Journal of Marketing Research, Vol. 30, pp. 7-27.
5. Bryant, B. and Cha, J. (1996), "Crossing the threshold: some customers are harder to please than others", Journal of Marketing Research, Vol. 15 No. 1, pp. 7-27.
6. Carman, J. (1990), "Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions", Journal of Retailing, Vol. 65, pp. 33-55, Spring.
7. Curry, A. and Herbert, D. (1998), "Continuous improvement in public services - a way forward", Managing Service Quality, Vol. 8 No. 5, pp. 339-49.
8. Danaher, P. and Haddrell, V. (1996), "A comparison of question scales used for measuring customer satisfaction", International Journal of Service Industry Management, Vol. 7 No. 4, pp. 4-26.
9. DeRuyter, K., Bloemer, J. and Peeters, P. (1997), "Merging service quality and service satisfaction an empirical test of an integrative model", Journal of Economic Psychology, Vol. 18, pp. 387-406.
10. Dean, A. and Kiu, C. (2002), "Performance monitoring and quality outcomes in contracted services", International Journal of Quality & Reliability Management, Vol. 19 No. 4, pp. 396-413.
11. Domberger, S. (1998), The Contracting Organization, Oxford University Press, New York, NY.
12. Edwards, P. and Shaoul, J. (2003), "Partnerships: for better, for worse?", Accounting, Auditing and Accountability Journal, Vol. 16 No. 3, pp. 397-421.
13. Ghobadian, A., Speller, S. and Jones, M. (1994), "Service quality: concepts and models", International Journal of Quality & Reliability Management, Vol. 11 No. 9, pp. 43-66.
14. Grimsey, D. and Lewis, M. (2002), "Evaluating the risks of public private partnerships for infrastructure projects", International Journal of Project Management, Vol. 20, pp. 107-18.
15. Gronroos, C. (1982), Strategic Management and Marketing in the Service Sector, Swedish School of Economics and Business Administration, Helsingfors.
16. Hallowell, R. (1996), "The relationships of customer satisfaction, customer loyalty and profitability: an empirical study", International Journal of Service Industry Management, Vol. 7 No. 4, pp. 27-42.
17. Hodge, G. (1998), "Contracting public sector services: a meta-analytic perspective of the international evidence", Australian Journal of Public Administration, Vol. 57 No. 4, pp. 98-110.
18. Jamali, D. (2004), "Success and failure mechanisms of public private partnerships in developing countries: insights from the Lebanese context", The International Journal of Public Sector Management, Vol. 17 No. 5, pp. 414-30.
19. Kelly, J. (2005), "The dilemma of the unsatisfied customer in a market model of public administration", Public Administration Review, Vol. 65 No. 1, pp. 76-84.
20. Lee, H., Lee, Y. and Yoo, D. (2000), "The determinants of perceived service quality and its relationship with satisfaction", The Journal of Services Marketing, Vol. 14 No. 3, pp. 217-34.
21. Leitch, S. and Motion, J. (2003), "Public private partnerships: consultation, cooperation and collusion", Journal of Public Affairs, Vol. 3 No. 3, pp. 273-8.
22. Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y. and Malandrakis, Y. (2001), "Customer satisfaction measurement in the private bank sector", European Journal of Operational Research, Vol. 130 No. 2, pp. 347-60.
23. Miller, J.B. (2000), Principles of Public and Private Infrastructure Delivery, Kluwer Academic Publishers, London.
24. Mittal, V. and Kamakura, W. (2001), "Satisfaction, repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics", Journal of Marketing Research, Vol. 38, pp. 131-42.
25. Nijkamp, P., Van der Burch, M. and Vidigni, G. (2002), "A comparative institutional evaluation of public-private partnerships in Dutch urban land-use and revitalization projects", Urban Studies, Vol. 39 No. 10, pp. 1865-80.
26. Oliver, R. (1980), "A cognitive model of antecedents and consequences of satisfaction decisions", Journal of Marketing Research, Vol. 27, pp. 460-9.
27. Oliver, R. (1989), "Processing of the satisfaction response in consumption: a suggested framework and research propositions", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 2, pp. 1-16.
28. Parasuraman, A., Zeithaml, V. and Berry, L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, pp. 41-50, Fall.
29. Pongsiri, N. (2002), "Regulation and public private partnerships", The International Journal of Public Sector Management, Vol. 15 No. 6, pp. 487-95.
30. Reidenbach, M. (1997), "The privatization of urban services in Germany", in Lorrain, D. and Stoker, G. (Eds), The Privatization of Urban Services In Europe, Pinter, London.
31. Rossome, J. (2003), "Customer satisfaction measurement in a business-to-business context: a conceptual framework", Journal of Business & Industrial Marketing, Vol. 18 No. 2, pp. 179-95.
32. Rust, R. and Zahorik, A. (1993), "Customer satisfaction, customer retention and market share", Journal of Retailing, Vol. 69, pp. 193-215.
33. Rust, R., Danaher, P. and Varki, S. (2000), "Using service quality data for competitive marketing decisions", International Journal of Service Industry Management, Vol. 11 No. 5, pp. 438-69.
34. Savas, E.S. (2000), Privatization and Public Private Partnerships, Seven Bridges Press, New York, NY.
35. Spackman, M. (2002), "Public-private partnerships: lessons from the British approach", Economic Systems, Vol. 26, pp. 283-301.
36. Strandvik, T. and Liljander, V. (1994), "A comparison of episode performance and relationship performance for a discrete service", paper presented at the 3rd Service Marketing Workshop, Berlin.
37. Totayou, M.M. (2000), "Privatization in Lebanon: with emphasis on the privatization of the postal system", MS thesis, Department of Political Studies and Public Administration, American University of Beirut, Beirut.
38. Tse, D. and Wilton, P. (1988), "Models of consumer satisfaction formation: an extension", Journal of Marketing Research, Vol. 25, pp. 204-12.
39. Widdus, R. (2001), "Public private partnerships for health: their main targets, their diversity and their future directions", Bulletin of the World Health Organization, Vol. 79 No. 4, pp. 713-20.
40. Wirtz, J. (2003), "Halo in customer satisfaction measures", International Journal of Service Industry Management, Vol. 14 No. 1, pp. 96-119.
41. Wisniewski, M. (2001), "Using SERVQUAL to assess customer satisfaction with public sector services", Managing Service Quality, Vol. 11 No. 6, pp. 380-8.
42. Wright, V. (1994), "Reshaping the state: the implications for public administration", Western European Politics, Vol. 17 No. 3, pp. 102-37.
43. Andreassen, R. (1994), "Satisfaction, loyalty and reputation as indicators of customer orientation in the public sector", International Journal of Public Sector Management, Vol. 7 No. 2, pp. 16-34.
44. Bitner, M.J. and Hubbert, A.R. (1994), "Encounter satisfaction versus overall satisfaction versus quality: the customer's voice", Service Quality: New Directions in Theory and Practice, Sage, London, pp. 79-94.
45. Bolton, R.N. and Drew, J.H. (1994), "Linking customer satisfaction to service operations and outcomes", Service Quality: New Directions in Theory and Practice, Sage Publications, London, pp. 173-200.
46. Boubraki, N. and Cosset, J. (1998), "The financial and operating performance of newly privatized firms: evidence from developing countries", Journal of Finance, Vol. 53 No. 3, pp. 1081-110.
47. Broadbent, J. and Laughlin, R. (2003), "Public private partnerships: an introduction", Accounting, Auditing and Accountability Journal, Vol. 16 No. 3, pp. 332-41.
48. Davis, M. and Heineke, J. (1998), "How disconfirmation, perception and actual waiting times impact customer satisfaction", International Journal of Service Industry Management, Vol. 9 No. 1, pp. 64-73.
49. Fornell, C. (1992), "A national customer satisfaction barometer: the Swedish experience", Journal of Marketing, Vol. 56, pp. 21-47.
50. Kangis, P. and Voukelatos, V. (1997), "Private and public banks: a comparison of customer expectations and perceptions", International Journal of Bank Marketing, Vol. 15 No. 7, pp. 279-87.
51. Konstantinos, A. and Euaggelia, P. (1999), "Measuring customer satisfaction in fitness centers in Greece: an exploratory study", Managing Leisure, Vol. 4, pp. 218-28.
52. Lorrain, D. (1997), "The expansion of the market", in Lorrain, D. and Stoker, G. (Eds), The Privatization of Urban Services In Europe, Pinter, London.
53. National Audit Office (2001), Managing the Relationship to Secure a Successful Partnership in PFI Projects, Report of Comptroller and Auditor General, HC 375, Session 2001-2002, The Stationery Office, London.
54. Roger, N. (1999), "Recent trends in private participation in infrastructure", Public Policy for the Private Sector, Note No. 196.
55. Roseneau, P. (1999), "The strengths and weaknesses of public-private policy partnerships", American Behavioral Scientist, Vol. 43 No. 1, pp. 10-34.
56. Spreng, R., Mackenzie, S. and Olshavsky, R. (1996), "A reexamination of the determinants of consumer satisfaction", Journal of Marketing, Vol. 60, pp. 15-32.
57. Yi, Y. (1989), "A critical review of customer satisfaction", Review of Marketing, American Marketing Association, Chicago, IL, pp. 68-123.