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New development: Reintroducing the zone of indifference: disengaging the cogs of public service performance and citizen satisfaction
16 references·0 citing·42 second hop
New development: Reintroducing the zone of indifference: disengaging the cogs of public service performance and citizen satisfaction (2014)New development: Reintroducing the zone o…Evaluating Urban Public Schools: Parents, Teachers, and State Assessments (2013)Evaluating Urban Public Schoo…An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction (2013)An Experimental Test of the E…Performance Measures and Parental Satisfaction With New York City Schools (2011)Performance Measures and Pare…MANAGING CITIZENS' EXPECTATIONS OF PUBLIC SERVICE PERFORMANCE: EVIDENCE FROM OBSERVATION AND EXPERIMENTATION IN LOCAL GOVERNMENT (2011)MANAGING CITIZENS' EXPECTATIO…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Relating the Zone of Tolerance to Service Failure in the Hospitality Industry (2010)Relating the Zone of Toleranc…Objective and Subjective Performance Measures (2010)Objective and Subjective Perf…Zone‐of‐tolerance moderates the service quality‐outcome relationship (2007)Zone‐of‐tolerance moderates t…IMPORTANCE‐PERFORMANCE ANALYSIS OF CITIZEN SATISFACTION SURVEYS (2007)IMPORTANCE‐PERFORMANCE ANALYS…Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services (2007)Evaluating the Expectations D…Expectations, performance, and citizen satisfaction with urban services (2004)Expectations, performance, an…A theoretical exploration and model of consumer expectations, post‐purchase affective states and affective behaviour (2003)A theoretical exploration and…The Zone of Tolerance : Insights and Influences (2000)The Zone of Tolerance : Insig…An exploration of customer exit in retail banking (1998)An exploration of customer ex…Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value (1993)Estimating Zones of Tolerance…Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator (1979)Citizen Satisfaction with Urb…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)The Antecedents and Consequences of Customer Satisfaction for Firms (1993)Unconscious Bias in Citizens’ Evaluations of Public Sector Performance (2015)Linking public sector social media and e-government website use to trust in government (2016)The Expectancy‐Disconfirmation Model and Citizen Satisfaction with Public Services: A Meta‐analysis and an Agenda for Best Practice (2021)An Economic Theory of Democracy. (1958)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)DOES PERFORMANCE INFORMATION ABOUT PUBLIC SERVICES AFFECT CITIZENS' PERCEPTIONS, SATISFACTION, AND VOICE BEHAVIOUR? FIELD EXPERIMENTS WITH ABSOLUTE AND RELATIVE PERFORMANCE INFORMATION (2014)Beyond co‐production: Value creation and public services (2021)Developing Buyer-Seller Relationships (1987)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)The Commitment-Trust Theory of Relationship Marketing (1994)The key determinants of Internet banking service quality: a content analysis (2001)How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study (2003)A model of customer loyalty in the retail banking market (2004)A Paradigm for Developing Better Measures of Marketing Constructs (1979)The Process of Customer Engagement: A Conceptual Framework (2008)Examining the Impact of Multicollinearity in Discovering Higher-Order Factor Models (2014)Likes—The key to my happiness: The moderating effect of social influence on travel experience (2017)Structural Equation Modeling: Concepts, Issues, and Applications. (1996)Testing the Expectancy Disconfirmation Model of Citizen Satisfaction with Local Government (2005)New Public Management and Citizens' Perceptions of Local Service Efficiency, Responsiveness, Equity and Effectiveness (2012)Importance-Performance Analysis (1977)Reinventing Government (1993)Importance-performance analysis: A valid management tool? (2014)Importance–performance analysis in tourism: A framework for researchers (2014)Satisfaction: A Behavioral Perspective on the Consumer (2014)A Pure Theory of Local Expenditures (1956)Measuring Expectations (2004)Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship (2010)The effects of successful ICT-based smart city services: From citizens' perspectives (2017)Attitudes and Belief Systems Concerning Urban Services (1977)Comparing Measures of Citizen Trust and User Satisfaction as Indicators of `Good Governance': Difficulties in Linking Trust and Satisfaction Indicators (2003)Public Service Performance and Trust in Government: The Problem of Causality (2003)The Performance-Trust Link: Implications for Performance Measurement (2006)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)The determinants of service quality: satisfiers and dissatisfiers (1995)Towards a Better Measure of Customer Experience (2013)
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References

  • 2010Satisfaction: a behavioral perspective on the consumer6,044 cited
  • 2007Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services458 cited
  • 2004Expectations, performance, and citizen satisfaction with urban services456 cited
  • 1979Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator327 cited
  • 1993Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value252 cited
  • 2013An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction251 cited
  • 2011MANAGING CITIZENS' EXPECTATIONS OF PUBLIC SERVICE PERFORMANCE: EVIDENCE FROM OBSERVATION AND EXPERIMENTATION IN LOCAL GOVERNMENT223 cited
  • 2003A theoretical exploration and model of consumer expectations, post‐purchase affective states and affective behaviour182 cited
  • 1998An exploration of customer exit in retail banking170 cited
  • 2007IMPORTANCE‐PERFORMANCE ANALYSIS OF CITIZEN SATISFACTION SURVEYS122 cited
  • 2011Performance Measures and Parental Satisfaction With New York City Schools111 cited
  • 2007Zone‐of‐tolerance moderates the service quality‐outcome relationship111 cited
  • 2013Evaluating Urban Public Schools: Parents, Teachers, and State Assessments97 cited
  • 2010Objective and Subjective Performance Measures

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81 cited
  • 2000The Zone of Tolerance : Insights and Influences46 cited
  • 2010Relating the Zone of Tolerance to Service Failure in the Hospitality Industry25 cited
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