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ArticleExpectation management for public sector organizations

Vilma Luoma‐aho2013

Article2013

Expectation management for public sector organizations

Vilma Luoma‐aho · Laura Olkkonen

23 citations·0/0 files stored·Public Relations Review

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Public Policy and Administration Research Customer Service Quality and Loyalty Public Relations and Crisis Communication

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References

1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions 1997The influence of firm behavior on purchase intention: do consumers really care about business ethics?2003Explicating Relationship Management as a General Theory of Public Relations 1979A Conceptual Framework for Environmental Analysis of Social Issues and Evaluation of Business Response Patterns

Cited by

2015Mind the gap: Local government communication strategies and Spanish citizens’ perceptions of their cities 2016How stakeholders’ personal values influence their value expectations for legitimate organizations 2020Public Sector Communication and Citizen Expectations and Satisfaction 2020Citizen Engagement and Public Sector Communication 2023Alert but somewhat unaligned: public sector organisations' social media listening strategies during the COVID-19 pandemic 2014Is It Enough to Be Strategic? Comparing and Defining Professional Government Communication across Disciplinary Fields and between Countries

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Year2013

Typearticle

Published2013-03-13

VenuePublic Relations Review

ISSN-L0363-8111

Languageen

Citations23

Files0 public / 0

ShelfPublic Policy and Administration Research

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doi10.1016/j.pubrev.2013.02.006

openalex_workW2084137692

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