Satisfaction with town services: Do user experience and satisfaction count?

Service Industries Journal

Volumn 16, Issue 2, 1996, Pages 191-205

  Das, Mallika ^a   Das, Hari ^b   Mackenzie, Francis ^c  

^a MOUNT SAINT VINCENT UNIVERSITY   (Canada)

^b SAINT MARY S UNIVERSITY   (Canada)

^c BEDS   (Canada)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 6344265638     PISSN: 02642069     EISSN: None     Source Type: Journal    
DOI: 10.1080/02642069600000021     Document Type: Article

References (23)

1. Bennett, S.E., 1986, 'Do Public Program Clients Understand Public Program Rules? The Manitoba Basic Annual Income Experiment', Canadian Public Administration, Vol.29, No.3, Fall, p.462.
2. Berry, L.L. and A. Parasuraman, 1991, Marketing Services: Competing Through Quality, New York: Free Press.
3. Chase, R.B., 1978, 'Where Does the Customer fit in a Service Operation?' Harvard Business Review, Vol.56, Nov.-Dec, pp.137-42.
4. Churchill, G.A. and C. Suprenant, 1982, 'An Investigation into the Determinants of Consumer Satisfaction', Journal of Marketing Research, Vol.19, pp.491-504.
5. Edgett, S. and S. Parkinson, 1993, 'Marketing for Service Industries: A Review' The Service Industries Journal, Vol.13, No.3, July, pp.19-39.
6. Edvardsson, B. and J. Mattsson, 1993, 'An Experience-Based Measure of Service Quality', The Service Industries Journal, Vol 13, No.4 (October), pp 289-306.
7. Ford, G.T. and R.A. Smith, 1987, 'Inferential Beliefs in Consumer Evaluations: An Assessment of Alternative Processing Strategies', Journal of Consumer Research, Vol.14, December, pp.363-71.
8. Fornell, C. and N.M. Didow, 1980, 'Economic Constraints on Consumer Complaining Behaviour', Advances in Consumer Research, Vol.7.
9. Friedman, M.L. and L.J. Smith, 1993, 'Consumer Evaluation Processes in a Service Setting.' Journal of Services Marketing, Vol.7, No.2, pp.47-61.
10. Gallup Canada, Inc., 1990, City of Burlington Community Attitude Survey: Interpretive Report, Vol.1, 29 August.
11. Gronhaug, K. and J. Arndt, 1980, 'Consumer Dissatisfaction and Complaining Behaviour as Feedback: A Comparative Analysis of Public and Private Delivery System", Advances in Consumer Research, Vol.7.
12. Hartman, D.E. and J.H. Lindgren, Jr., 1993, Consumer Evaluations of Goods and Services, Journal of Services Marketing, Vol.7, No.2, pp.4-15.
13. Hirschman, A.O. 1970, Exit. Voice and Loyalty, Cambridge, Mass.: Harvard University Press.
14. Kaiser, H.F., 1974, An Index of Factorial Simplicity. Psychometrika, Vol.39, pp.31-6.
15. Kardes, F.R., D.M. Sanbonmatsu, and P.M. Herr, 1990, 'Consumer Expertise and the Feature-Positive Effect: Implications for Judgement and Inference', Advances in Consumer Research, Vol.17, pp.351-4.
16. Mitchell, R.C. and R.T. Carson, 1989, Using Surveys to Value Public Goods: the Contingent Valuation Method, Washington, DC: Resources for the Future, pp.279-87.
17. Picherack, J.R. 1987, 'Service Delivery and Client Satisfaction in the Public Sector' Canadian Public Administration, Vol.30, No.2 (Summer), pp.243-54.
18. Rawson, B. 1991, 'Public Service 2000 Service to the Public Task Force: Findings and Implications' Canadian Public Administration, Vol.34, No.3 (Autumn), pp.490-500.
19. Roth V.J. and L. Bozinoff, 1989, 'Consumer Satisfaction with Government Services', Service Industries Journal, Vol. 9, No.4 (October), pp.29-43.
20. Roth, V.J., L. Bozinoff and P. MacIntosh, 1990, 'Public Opinion and the Measurement of Consumer Satisfaction with Government Services' Canadian Public Administration, Vol.33, No.4 (Winter), pp.571-83.
21. Seguin, F. 1991, 'Service to the public: a major strategic change', Canadian Public Administration, Vol.34, No.3 (Autumn), pp.465-73.
22. Skelcher, C., 1992, 'Improving the Quality of Local Public Services', Service Industries Journal, Vol.12, No.4 (October), pp.463-77.
23. Vehorn, C.L., 1990, 'Substitution Between Public and Private Goods: An Overview of the Market Meeting Consumer Preferences', Advances in Consumer Research, Vol.8.