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Expectation management for public sector organizations

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References

1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited
1997The influence of firm behavior on purchase intention: do consumers really care about business ethics?1,068 cited
2003Explicating Relationship Management as a General Theory of Public Relations671 cited
1979A Conceptual Framework for Environmental Analysis of Social Issues and Evaluation of Business Response Patterns569 cited

Cited by

2015Mind the gap: Local government communication strategies and Spanish citizens’ perceptions of their cities36 cited
2016How stakeholders’ personal values influence their value expectations for legitimate organizations21 cited
2020Public Sector Communication and Citizen Expectations and Satisfaction17 cited
2020Citizen Engagement and Public Sector Communication16 cited
2023Alert but somewhat unaligned: public sector organisations' social media listening strategies during the COVID-19 pandemic11 cited
2014Is It Enough to Be Strategic? Comparing and Defining Professional Government Communication across Disciplinary Fields and between Countries10 cited

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