-
1
-
-
0003478458
-
-
and. Beverly Hills, CA: Sage Publications.
-
Aldrich, John H., and Forrest D. Nelson. 1984. Linear Probability, Logit, and Probit Models. Beverly Hills, CA : Sage Publications.
-
(1984)
Linear Probability, Logit, and Probit Models.
-
-
Aldrich, J.H.1
Nelson, F.D.2
-
2
-
-
54049083947
-
Consumer Dissatisfaction or Disappointment: The Critical Difference
-
In. edited by. Ralph L. Day. and. H. Keith Hunt, Bloomington: Indiana University, School of Business.
-
Bahr, William J. 1980. Consumer Dissatisfaction or Disappointment: The Critical Difference. In New Findings on Consumer Satisfaction and Complaining: Papers from the Fifth Annual Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, edited by Ralph L. Day and H. Keith Hunt, 29 32. Bloomington : Indiana University, School of Business.
-
(1980)
New Findings on Consumer Satisfaction and Complaining: Papers from the Fifth Annual Conference on Consumer Satisfaction, Dissatisfaction, and Complaining Behavior
, pp. 29-32
-
-
Bahr, W.J.1
-
4
-
-
0142124132
-
Why Measure Performance? Different Purposes Require Different Measures
-
Behn, Robert D. 2003. Why Measure Performance? Different Purposes Require Different Measures. Public Administration Review 63 (5 596 606.
-
(2003)
Public Administration Review
, vol.63
, Issue.5
, pp. 596-606
-
-
Behn, R.D.1
-
5
-
-
0003363584
-
Measuring the Performance of Government
-
In. edited by. Joseph S. Nye, Philip D. Zelikow, and. David C. King, Cambridge, MA: Harvard University Press.
-
Bok, Derek. 1997. Measuring the Performance of Government. In Why People Don't Trust Government, edited by Joseph S. Nye, Philip D. Zelikow, and David C. King, 55 76. Cambridge, MA : Harvard University Press.
-
(1997)
Why People Don't Trust Government
, pp. 55-76
-
-
Bok, D.1
-
6
-
-
0002642147
-
Running Government Like a Business: Implications for Public Administration Theory and Practice
-
Box, Richard C. 1999. Running Government Like a Business: Implications for Public Administration Theory and Practice. American Review of Public Administration 29 (1 19 43.
-
(1999)
American Review of Public Administration
, vol.29
, Issue.1
, pp. 19-43
-
-
Box, R.C.1
-
7
-
-
0040076138
-
Public-Value Failure: When Efficient Markets May Not Do
-
Bozeman, Barry. 2002. Public-Value Failure: When Efficient Markets May Not Do. Public Administration Review 62 (2 145 61.
-
(2002)
Public Administration Review
, vol.62
, Issue.2
, pp. 145-61
-
-
Bozeman, B.1
-
8
-
-
0002909210
-
Subjective Indicators and Distributional Research on the Quality of Public Services
-
and
-
Brown, Karin, and Phillip B. Coulter. 1983. Subjective Indicators and Distributional Research on the Quality of Public Services. Public Administration Review 43 (1 50 58.
-
(1983)
Public Administration Review
, vol.43
, Issue.1
, pp. 50-58
-
-
Brown, K.1
Coulter, P.B.2
-
10
-
-
0002590856
-
Past Complaint Processes: From Organizational Response to Repurchase Behavior
-
Gilly, Mary C. 1987. Past Complaint Processes: From Organizational Response to Repurchase Behavior. Journal of Consumer Affairs 21 (2 293 313.
-
(1987)
Journal of Consumer Affairs
, vol.21
, Issue.2
, pp. 293-313
-
-
Gilly, M.C.1
-
12
-
-
0032354608
-
The Effect of Delay Type and Service Stage on Consumers' Reactions to Waiting
-
and
-
Hui, Michael, K., V. Thakor Mrugank, and Ravi Gill. 1998. The Effect of Delay Type and Service Stage on Consumers' Reactions to Waiting. Journal of Consumer Research 24 (4 469 79.
-
(1998)
Journal of Consumer Research
, vol.24
, Issue.4
, pp. 469-79
-
-
Hui1
Michael, K.2
Mrugank, V.T.3
Gill, R.4
-
13
-
-
0001556237
-
The Role of the Reinventing Government Movement in Federal Management Reform
-
Kamensky, John M. 1996. The Role of the Reinventing Government Movement in Federal Management Reform. Public Administration Review 56 (3 247 55.
-
(1996)
Public Administration Review
, vol.56
, Issue.3
, pp. 247-55
-
-
Kamensky, J.M.1
-
14
-
-
12344294417
-
The Dilemma of the Unsatisfied Customer in a Market Model of Public Administration
-
Kelly, Janet M. 2005. The Dilemma of the Unsatisfied Customer in a Market Model of Public Administration. Public Administration Review 65 (1 76 84.
-
(2005)
Public Administration Review
, vol.65
, Issue.1
, pp. 76-84
-
-
Kelly, J.M.1
-
15
-
-
0039485990
-
A Multiple-Indicator Approach to Municipal Service Evaluation: Correlating Performance Measurement and Citizen Satisfaction across Jurisdictions
-
and
-
Kelly, Janet M., and David Swindell. 2002. A Multiple-Indicator Approach to Municipal Service Evaluation: Correlating Performance Measurement and Citizen Satisfaction across Jurisdictions. Public Administration Review 62 (5 610 20.
-
(2002)
Public Administration Review
, vol.62
, Issue.5
, pp. 610-20
-
-
Kelly, J.M.1
Swindell, D.2
-
17
-
-
0040919165
-
What Do Administrators Think Citizens Think? Administrator Predictors as an Adjunct to Citizen Surveys
-
and
-
Melkers, Julia, and John Clayton Thomas. 1998. What Do Administrators Think Citizens Think? Administrator Predictors as an Adjunct to Citizen Surveys. Public Administration Review 58 (4 327 34.
-
(1998)
Public Administration Review
, vol.58
, Issue.4
, pp. 327-34
-
-
Melkers, J.1
Thomas, J.C.2
-
18
-
-
0011706565
-
-
and. Washington, DC: International City/County Management Association.
-
Miller, Thomas I., and Michelle M. Kobayashi. 2000. City Surveys: How to Do Them, How to Use Them, What They Mean. 2nd ed. Washington, DC : International City/County Management Association.
-
(2000)
City Surveys: How to Do Them, How to Use Them, What They Mean. 2nd Ed.
-
-
Miller, T.I.1
Kobayashi, M.M.2
-
20
-
-
0001863956
-
The Psychological Cost of Waiting
-
Osuna, Edgar Elias. 1985. The Psychological Cost of Waiting. Journal of Mathematical Psychology 29 (1 82 105.
-
(1985)
Journal of Mathematical Psychology
, vol.29
, Issue.1
, pp. 82-105
-
-
Osuna, E.E.1
-
21
-
-
84927457381
-
Linking Objective and Subjective Measures of Performance
-
Parks, Roger B. 1984. Linking Objective and Subjective Measures of Performance. Public Administration Review 44 (2 118 27.
-
(1984)
Public Administration Review
, vol.44
, Issue.2
, pp. 118-27
-
-
Parks, R.B.1
-
22
-
-
84928447333
-
In Defense of Citizen Evaluations as Performance Measures
-
Percy, Stephen L. 1986. In Defense of Citizen Evaluations as Performance Measures. Urban Affairs Quarterly 22 (1 66 83.
-
(1986)
Urban Affairs Quarterly
, vol.22
, Issue.1
, pp. 66-83
-
-
Percy, S.L.1
-
23
-
-
84937302381
-
Citizen Ratings of Public and Private Service Quality: A Comparative Perspective
-
and
-
Poister, Theodore H., and Gary T. Henry. 1994. Citizen Ratings of Public and Private Service Quality: A Comparative Perspective. Public Administration Review 54 (2 155 59.
-
(1994)
Public Administration Review
, vol.54
, Issue.2
, pp. 155-59
-
-
Poister, T.H.1
Henry, G.T.2
-
25
-
-
84982701509
-
The Use of Surveys of Satisfaction for Evaluations
-
and
-
Rosentraub, Mark S., and Luke Thompson. 1981. The Use of Surveys of Satisfaction for Evaluations. Policy Studies Journal 9 (7 990 99.
-
(1981)
Policy Studies Journal
, vol.9
, Issue.7
, pp. 990-99
-
-
Rosentraub, M.S.1
Thompson, L.2
-
26
-
-
54049094900
-
Get Ready for Those Customer Complaints
-
Schwartz, David A. 1973. Get Ready for Those Customer Complaints. Sales Management 110 : 30.
-
(1973)
Sales Management
, vol.110
, pp. 30
-
-
Schwartz, D.A.1
-
27
-
-
0011766702
-
Subjective Indicators and Distributional Research on the Quality of Public Services
-
In. edited by. R. C.*Rich, Lexington, MA: D.C. Heath.
-
Shin, D.C. 1982. Subjective Indicators and Distributional Research on the Quality of Public Services. In Analyzing Urban Service Distributions, edited by Richard C. Rich, 99 116. Lexington, MA : D.C. Heath.
-
(1982)
Analyzing Urban Service Distributions
, pp. 99-116
-
-
Shin, D.C.1
-
28
-
-
2642546344
-
Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City
-
and
-
Van Ryzin, Gregg G., Douglas Muzzio, Stephen Immerwahr, Lisa Gulick, and Eve Martinez. 2004. Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City. Public Administration Review 64 (3 331 41.
-
(2004)
Public Administration Review
, vol.64
, Issue.3
, pp. 331-41
-
-
Van, R.G.G.1
Muzzio, D.2
Immerwahr, S.3
Gulick, L.4
Martinez, E.5
-
29
-
-
54049087497
-
-
Paper prepared for the Annual Conference of the European Group of Public Administration, Study Group 2: Productivity and Quality in the Public Sector, Postdam, September 4-7.
-
Van de Walle, Steven. 2002. Public Service Performance and Trust in Government: The Problem of Causality. Paper prepared for the Annual Conference of the European Group of Public Administration, Study Group 2: Productivity and Quality in the Public Sector, Postdam, September 4-7.
-
(2002)
Public Service Performance and Trust in Government: The Problem of Causality
-
-
Van De Walle, S.1
-
30
-
-
0012121333
-
Performance-Based Management: Responding to the Challenges
-
Wholey, Joseph S. 1999. Performance-Based Management: Responding to the Challenges. Public Productivity and Management Review 22 (4 288 307.
-
(1999)
Public Productivity and Management Review
, vol.22
, Issue.4
, pp. 288-307
-
-
Wholey, J.S.1
|