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The Effect of Expectations and Expectancy Confirmation/Disconfirmation on Motorists' Satisfaction with State Highways

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References

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1973Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance1,066 cited
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2004Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City

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264 cited

1984Linking Objective and Subjective Measures of Performance196 cited

2000Linking Citizen Satisfaction Data to Performance Measures: A Preliminary Evaluation172 cited

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2016Linking public sector social media and e-government website use to trust in government219 cited
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2016JPART Virtual Issue on Citizen-State Interactions in Public Administration Research101 cited
2025Expectancy-disconfirmation and consumer satisfaction: A meta-analysis97 cited
2018Citizen Satisfaction and the Kaleidoscope of Government Performance: How Multiple Stakeholders See Government Performance94 cited
2014How do Citizens Evaluate Public Officials? The Role of Performance and Expectations on Political Trust93 cited
2016When Do Customers Get What They Expect? Understanding the Ambivalent Effects of Customers’ Service Expectations on Satisfaction76 cited
2015We need to compare, but how? Measurement Equivalence in Comparative Public Administration76 cited
2019The Political Psychology of Citizen Satisfaction: Does Functional Responsibility Matter?75 cited
2018Citizen Expectations and Satisfaction Over Time: Findings From a Large Sample Panel Survey of Public School Parents in Denmark72 cited
2016Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy‐Disconfirmation Model70 cited
2020Everything Is Relative: How Citizens Form and Use Expectations in Evaluating Services65 cited
2017Experimental replication: an experimental test of the expectancy disconfirmation theory of citizen satisfaction59 cited
2015Uncovering the Circumstances of Performance Information Use Findings from an Experiment49 cited