-
1
-
-
20444405530
-
The antecedents and consequences of customer satisfaction for firms
-
Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12, 125-243.
-
(1993)
Marketing Science
, vol.12
, pp. 125-243
-
-
Anderson, E.W.1
Sullivan, M.W.2
-
2
-
-
0002335592
-
Selected determinants of customer satisfaction and complaint reports
-
Bearden, W. O., & Teel, J. E. (1983). Selected determinants of customer satisfaction and complaint reports. Journal of Marketing Research, 20, 21-28.
-
(1983)
Journal of Marketing Research
, vol.20
, pp. 21-28
-
-
Bearden, W.O.1
Teel, J.E.2
-
3
-
-
0141907818
-
Comparing measures of citizen trust and user satisfaction as indicators of "good governance": Difficulties in linking trust and satisfaction indicators
-
Bouckaert, G., & van de Walle, S. (2003). Comparing measures of citizen trust and user satisfaction as indicators of "good governance": Difficulties in linking trust and satisfaction indicators. International Review of Administrative Sciences, 69, 329-343.
-
(2003)
International Review of Administrative Sciences
, vol.69
, pp. 329-343
-
-
Bouckaert, G.1
van de Walle, S.2
-
4
-
-
21544463687
-
Potential for comparative public opinion research in public administration
-
Bouckaert, G., van de Walle, S., & Kampen, J. K. (2005). Potential for comparative public opinion research in public administration. International Review of Administrative Sciences, 71, 229-240.
-
(2005)
International Review of Administrative Sciences
, vol.71
, pp. 229-240
-
-
Bouckaert, G.1
van de Walle, S.2
Kampen, J.K.3
-
5
-
-
79960118162
-
Parsing public/private differences in work motivation and performance: An experimental study
-
Brewer, G. A., & Brewer, G. A., Jr. (2011). Parsing public/private differences in work motivation and performance: An experimental study. Journal of Public Administration Research and Theory, 21, i347-i362.
-
(2011)
Journal of Public Administration Research and Theory
, vol.21
-
-
Brewer, G.A.1
Brewer Jr, G.A.2
-
6
-
-
0002909210
-
Subjective and objective measures of police service delivery
-
Brown, K., & Coulter, P. B. (1983). Subjective and objective measures of police service delivery. Public Administration Review, 43, 50-58.
-
(1983)
Public Administration Review
, vol.43
, pp. 50-58
-
-
Brown, K.1
Coulter, P.B.2
-
7
-
-
0039284923
-
Urban policy making and subjective service evaluations: Are they compatible
-
Brudney, J., & England, R. (1982). Urban policy making and subjective service evaluations: Are they compatible? Public Administration Review, 42, 127-135.
-
(1982)
Public Administration Review
, vol.42
, pp. 127-135
-
-
Brudney, J.1
England, R.2
-
8
-
-
77949982138
-
Yes, but what's the mechanism? (Don't expect an easy answer)
-
Bullock, J. G., Green, D. P., & Ha, S. E. (2010). Yes, but what's the mechanism? (Don't expect an easy answer). Journal of Personality and Social Psychology, 98, 550-558.
-
(2010)
Journal of Personality and Social Psychology
, vol.98
, pp. 550-558
-
-
Bullock, J.G.1
Green, D.P.2
Ha, S.E.3
-
9
-
-
0000255632
-
An experimental study of customer effort, expectation, and satisfaction
-
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Research, 2, 244-249.
-
(1965)
Journal of Marketing Research
, vol.2
, pp. 244-249
-
-
Cardozo, R.N.1
-
10
-
-
0000375425
-
An investigation into the determinants of consumer satisfaction
-
Churchill, G. A., & Suprenant, C. (1982). An investigation into the determinants of consumer satisfaction. Journal of Marketing Research, 19, 491-504.
-
(1982)
Journal of Marketing Research
, vol.19
, pp. 491-504
-
-
Churchill, G.A.1
Suprenant, C.2
-
11
-
-
84878927382
-
Evaluating municipal services: Scorecard cleanliness program
-
City of New York. (). . Retrieved June 2, 2010, from
-
City of New York. (2010). Evaluating municipal services: Scorecard cleanliness program. Retrieved June 2, 2010, from http://www.nyc.gov/html/ops/downloads/pdf/scorecard/about_scorecard.pdf.
-
(2010)
-
-
-
12
-
-
84971922277
-
Citizen satisfaction with local governance: A test of individual, jurisdictional, and city-specific explanations
-
DeHoog, R. H., Lowery, D., & Lyons, W. E. (1990). Citizen satisfaction with local governance: A test of individual, jurisdictional, and city-specific explanations. Journal of Politics, 52, 807-837.
-
(1990)
Journal of Politics
, vol.52
, pp. 807-837
-
-
DeHoog, R.H.1
Lowery, D.2
Lyons, W.E.3
-
13
-
-
0002129769
-
A comparison of current models of consumer satisfaction/dissatisfaction
-
Erevelles, S., & Leavitt, C. (1992). A comparison of current models of consumer satisfaction/dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior, 5, 104-114.
-
(1992)
Journal of Consumer Satisfaction, Dissatisfaction, and Complaining Behavior
, vol.5
, pp. 104-114
-
-
Erevelles, S.1
Leavitt, C.2
-
16
-
-
0004188946
-
-
3rd ed. Washington, DC: International City/County Management Association.
-
Hatry, H. P., Schaenman, P. S., Fisk, D. M., Hall, J. R., & Snyder, L. (2006). How effective are your community services? Procedures for performance measurement, 3rd ed. Washington, DC: International City/County Management Association.
-
(2006)
How effective are your community services? Procedures for performance measurement,
-
-
Hatry, H.P.1
Schaenman, P.S.2
Fisk, D.M.3
Hall, J.R.4
Snyder, L.5
-
17
-
-
0001923362
-
Adaptation-level as frame of reference for prediction of psychophysical data
-
Helson, H. (1947). Adaptation-level as frame of reference for prediction of psychophysical data. The American Journal of Psychology, 60, 1-29.
-
(1947)
The American Journal of Psychology
, vol.60
, pp. 1-29
-
-
Helson, H.1
-
18
-
-
84970411003
-
Explaining citizen evaluations of urban services: A comparison of some alternative models
-
Hero, R. E., & Durand, R. (1985). Explaining citizen evaluations of urban services: A comparison of some alternative models. Urban Affairs Quarterly, 20, 344-354.
-
(1985)
Urban Affairs Quarterly
, vol.20
, pp. 344-354
-
-
Hero, R.E.1
Durand, R.2
-
19
-
-
1942537698
-
Performance measurement and improvement: An assessment of the state of the art
-
Holzer, M., & Yang, K. (2004). Performance measurement and improvement: An assessment of the state of the art. International Review of Administrative Sciences, 70, 15-31.
-
(2004)
International Review of Administrative Sciences
, vol.70
, pp. 15-31
-
-
Holzer, M.1
Yang, K.2
-
20
-
-
80955160663
-
Unpacking the black box of causality: Learning about causal mechanisms from experimental and observational studies
-
Imai, K., Keele, L., Tingley, D., & Yamamoto, T. (2011). Unpacking the black box of causality: Learning about causal mechanisms from experimental and observational studies. American Political Science Review, 105, 765-789.
-
(2011)
American Political Science Review
, vol.105
, pp. 765-789
-
-
Imai, K.1
Keele, L.2
Tingley, D.3
Yamamoto, T.4
-
21
-
-
57849129374
-
Evaluating the expectations disconfirmation and expectations anchoring approaches to citizen satisfaction with local public services
-
James, O. (2009). Evaluating the expectations disconfirmation and expectations anchoring approaches to citizen satisfaction with local public services. Journal of Public Administration Research and Theory, 19, 107-123.
-
(2009)
Journal of Public Administration Research and Theory
, vol.19
, pp. 107-123
-
-
James, O.1
-
22
-
-
84155171198
-
Managing citizens' expectations of public service performance: Evidence from observation and experimentation in local government
-
James, O. (2011). Managing citizens' expectations of public service performance: Evidence from observation and experimentation in local government. Public Administration, 89, 1419-1435.
-
(2011)
Public Administration
, vol.89
, pp. 1419-1435
-
-
James, O.1
-
23
-
-
60549113915
-
Political ideology: Its structure, functions, and elective affinities
-
Jost, J. T., Federico, C. M., & Napier, J. L. (2009). Political ideology: Its structure, functions, and elective affinities. Annual Review of Psychology, 60, 307-337.
-
(2009)
Annual Review of Psychology
, vol.60
, pp. 307-337
-
-
Jost, J.T.1
Federico, C.M.2
Napier, J.L.3
-
25
-
-
0043246579
-
Citizen satisfaction and administrative performance measures: Is there really a link
-
Kelly, J. M. (2003). Citizen satisfaction and administrative performance measures: Is there really a link? Urban Affairs Review, 38, 855-866.
-
(2003)
Urban Affairs Review
, vol.38
, pp. 855-866
-
-
Kelly, J.M.1
-
26
-
-
0039485990
-
A multiple-indicator approach to municipal service evaluation: Correlating performance measurement and citizen satisfaction across jurisdictions
-
Kelly, J. M., & Swindell, D. (2002a). A multiple-indicator approach to municipal service evaluation: Correlating performance measurement and citizen satisfaction across jurisdictions. Public Administration Review, 62, 610-621.
-
(2002)
Public Administration Review
, vol.62
, pp. 610-621
-
-
Kelly, J.M.1
Swindell, D.2
-
27
-
-
0036023167
-
Service quality variation across urban space: First steps toward a model of citizen satisfaction
-
Kelly, J. M., & Swindell, D. (2002b). Service quality variation across urban space: First steps toward a model of citizen satisfaction. Journal of Urban Affairs, 24, 271-288.
-
(2002)
Journal of Urban Affairs
, vol.24
, pp. 271-288
-
-
Kelly, J.M.1
Swindell, D.2
-
29
-
-
19944402182
-
The condition of community streets and parks: A comparison of resident and nonresident evaluations
-
Licari, M. J., McLean, W., & Rice, T. W. (2005). The condition of community streets and parks: A comparison of resident and nonresident evaluations. Public Administration Review, 65, 360-368.
-
(2005)
Public Administration Review
, vol.65
, pp. 360-368
-
-
Licari, M.J.1
McLean, W.2
Rice, T.W.3
-
30
-
-
84863905108
-
Overcoming negative media coverage: Does government communication matter
-
Liu, B. F., Horsley, J. S., & Yang, K. (2012). Overcoming negative media coverage: Does government communication matter? Journal of Public Administration Research and Theory, 22, 597-621.
-
(2012)
Journal of Public Administration Research and Theory
, vol.22
, pp. 597-621
-
-
Liu, B.F.1
Horsley, J.S.2
Yang, K.3
-
31
-
-
84859234924
-
-
Armonk, NY: M. E. Sharpe.
-
Lyons, W. E., Lowery, D., & DeHoog, R. H. (1992). The politics of dissatisfaction: Citizens, services, and urban institutions. Armonk, NY: M. E. Sharpe.
-
(1992)
The politics of dissatisfaction: Citizens, services, and urban institutions
-
-
Lyons, W.E.1
Lowery, D.2
DeHoog, R.H.3
-
32
-
-
79952025975
-
Experiments for public management research
-
Margetts, H. Z. (2011). Experiments for public management research. Public Management Review, 13, 189-208.
-
(2011)
Public Management Review
, vol.13
, pp. 189-208
-
-
Margetts, H.Z.1
-
33
-
-
0011706565
-
-
2nd ed. Washington, DC: International City/County Management Association.
-
Miller, T. I., & Miller Kobayashi, M. A. (2000). Citizen surveys: How to do them, how to use them, what they mean, 2nd ed. Washington, DC: International City/County Management Association.
-
(2000)
Citizen surveys: How to do them, how to use them, what they mean,
-
-
Miller, T.I.1
Miller Kobayashi, M.A.2
-
34
-
-
84877351601
-
-
Washington, DC: International City/County Management Association.
-
Miller, T. I., Miller Kobayashi, M. A., & Hayden, S. E. (2008). Citizen surveys for local government: A comprehensive guide to making them matter. Washington, DC: International City/County Management Association.
-
(2008)
Citizen surveys for local government: A comprehensive guide to making them matter
-
-
Miller, T.I.1
Miller Kobayashi, M.A.2
Hayden, S.E.3
-
36
-
-
84878931893
-
Expectations, disconfirmation, and citizen satisfaction with the U.S. federal government: Testing and expanding the model. Journal of Public Administration Research and Theory
-
Advance online publication. Retrieved April 19, 2012, from
-
Morgeson, F. V. (2012). Expectations, disconfirmation, and citizen satisfaction with the U.S. federal government: Testing and expanding the model. Journal of Public Administration Research and Theory. Advance online publication. Retrieved April 19, 2012, from http://jpart.oxfordjournals.org/.
-
(2012)
-
-
Morgeson, F.V.1
-
37
-
-
0000396442
-
A cognitive model of the antecedents and consequences of satisfaction decisions
-
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 42, 460-469.
-
(1980)
Journal of Marketing Research
, vol.42
, pp. 460-469
-
-
Oliver, R.L.1
-
39
-
-
0000955112
-
Response determinants in satisfaction judgments
-
Oliver, R. L., & DeSarbo, W. S. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research, 14, 495-507.
-
(1988)
Journal of Consumer Research
, vol.14
, pp. 495-507
-
-
Oliver, R.L.1
DeSarbo, W.S.2
-
40
-
-
0000684964
-
Equity and disconfirmation perceptions as influences on merchant and product satisfaction
-
Oliver, R. L., & Swan, J. E. (1989). Equity and disconfirmation perceptions as influences on merchant and product satisfaction. Journal of Consumer Research, 16, 372-383.
-
(1989)
Journal of Consumer Research
, vol.16
, pp. 372-383
-
-
Oliver, R.L.1
Swan, J.E.2
-
41
-
-
84927457381
-
Linking objective and subjective measures of performance
-
Parks, R. B. (1984). Linking objective and subjective measures of performance. Public Administration Review, 44, 118-127.
-
(1984)
Public Administration Review
, vol.44
, pp. 118-127
-
-
Parks, R.B.1
-
42
-
-
84928447333
-
In defense of citizen evaluations as performance measures
-
Percy, S. L. (1986). In defense of citizen evaluations as performance measures. Urban Affairs Quarterly, 22, 66-83.
-
(1986)
Urban Affairs Quarterly
, vol.22
, pp. 66-83
-
-
Percy, S.L.1
-
44
-
-
80052986733
-
The effect of expectations and expectancy confirmation/disconfirmation on motorists' satisfaction with state highways
-
Poister, T. H., & Thomas, J. C. (2011). The effect of expectations and expectancy confirmation/disconfirmation on motorists' satisfaction with state highways. Journal of Public Administration Research and Theory, 21, 601-617.
-
(2011)
Journal of Public Administration Research and Theory
, vol.21
, pp. 601-617
-
-
Poister, T.H.1
Thomas, J.C.2
-
45
-
-
0003636151
-
-
3rd ed. New York: Oxford University Press.
-
Pollitt, C., & Bouckaert, G. (2011). Public management reform: A comparative analysis-New public management, governance, and the neo-Weberian state, 3rd ed. New York: Oxford University Press.
-
(2011)
Public management reform: A comparative analysis-New public management, governance, and the neo-Weberian state,
-
-
Pollitt, C.1
Bouckaert, G.2
-
46
-
-
29744470940
-
Citizens, accountability, and service satisfaction: The influence of expectations
-
Roch, C. H., & Poister, T. H. (2006). Citizens, accountability, and service satisfaction: The influence of expectations. Urban Affairs Review, 41, 292-308.
-
(2006)
Urban Affairs Review
, vol.41
, pp. 292-308
-
-
Roch, C.H.1
Poister, T.H.2
-
47
-
-
84925905615
-
Attitudes and belief systems concerning urban services
-
Stipak, B. (1977). Attitudes and belief systems concerning urban services. Public Opinion Quarterly, 41, 41-55.
-
(1977)
Public Opinion Quarterly
, vol.41
, pp. 41-55
-
-
Stipak, B.1
-
48
-
-
3042824493
-
Are there sensible ways to analyze and use subjective indicators of urban service quality
-
Stipak, B. (1979a). Are there sensible ways to analyze and use subjective indicators of urban service quality? Social Indicators Research, 6, 421-438.
-
(1979)
Social Indicators Research
, vol.6
, pp. 421-438
-
-
Stipak, B.1
-
49
-
-
0003009884
-
Citizen satisfaction with urban services: Potential misuse as a performance indicator
-
Stipak, B. (1979b). Citizen satisfaction with urban services: Potential misuse as a performance indicator. Public Administration Review, 39, 46-52.
-
(1979)
Public Administration Review
, vol.39
, pp. 46-52
-
-
Stipak, B.1
-
50
-
-
0142192183
-
Local governments' use of citizen surveys
-
Stipak, B. (1980). Local governments' use of citizen surveys. Public Administration Review, 40, 521-525.
-
(1980)
Public Administration Review
, vol.40
, pp. 521-525
-
-
Stipak, B.1
-
51
-
-
0002271779
-
Models of consumer satisfaction formation: An extension
-
Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 25, 204-212.
-
(1988)
Journal of Marketing Research
, vol.25
, pp. 204-212
-
-
Tse, D.K.1
Wilton, P.C.2
-
53
-
-
84906191772
-
-
Milton Park, UK: Routledge.
-
Van Dooren, W., Bouckaert, G., & Halligan, J. (2010). Performance management in the public sector. Milton Park, UK: Routledge.
-
(2010)
Performance management in the public sector
-
-
Van Dooren, W.1
Bouckaert, G.2
Halligan, J.3
-
54
-
-
3042816331
-
Expectations, performance, and citizen satisfaction with urban services
-
Van Ryzin, G. G. (2004). Expectations, performance, and citizen satisfaction with urban services. Journal of Policy Analysis and Management, 23, 433-448.
-
(2004)
Journal of Policy Analysis and Management
, vol.23
, pp. 433-448
-
-
Van Ryzin, G.G.1
-
55
-
-
33749011156
-
Testing the expectancy disconfirmation model of citizen satisfaction with local government
-
Van Ryzin, G. G. (2006). Testing the expectancy disconfirmation model of citizen satisfaction with local government. Journal of Public Administration Research and Theory, 16, 599-611.
-
(2006)
Journal of Public Administration Research and Theory
, vol.16
, pp. 599-611
-
-
Van Ryzin, G.G.1
-
56
-
-
38949099734
-
Measuring street cleanliness: A comparison of New York City's scorecard and results from a citizen survey
-
Van Ryzin, G. G., Immerwahr, S., & Altman, S. (2008). Measuring street cleanliness: A comparison of New York City's scorecard and results from a citizen survey. Public Administration Review, 68, 295-303.
-
(2008)
Public Administration Review
, vol.68
, pp. 295-303
-
-
Van Ryzin, G.G.1
Immerwahr, S.2
Altman, S.3
-
57
-
-
2642546344
-
Drivers and consequences of citizen satisfaction: An application of the American Customer Satisfaction Index model to New York City
-
Van Ryzin, G. G., Muzzio, D., Immerwahr, S., Gulick, L., & Martinez, E. (2004). Drivers and consequences of citizen satisfaction: An application of the American Customer Satisfaction Index model to New York City. Public Administration Review, 64, 286-296.
-
(2004)
Public Administration Review
, vol.64
, pp. 286-296
-
-
Van Ryzin, G.G.1
Muzzio, D.2
Immerwahr, S.3
Gulick, L.4
Martinez, E.5
-
59
-
-
84878936231
-
-
Welcome to CivicPanel. (). Retrieved September 14, 2012, from
-
Welcome to CivicPanel. (2011). Retrieved September 14, 2012, from http://www.civicpanel.org/.
-
(2011)
-
-
|