In Defense of Citizen Evaluations as Performance Measures

Stephen L. Percy

83 citations0/0 files storedUrban Affairs Quarterly

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Public Policy and Administration Research Customer Service Quality and Loyalty Evaluation and Performance Assessment

Abstract

Urban scholars have engaged in a debate about whether citizen perceptions of service delivery are accurate and useful in assessing the performance of public agencies. This article examines this debate, presents a model of influences on citizen evaluations of service delivery, and analyzes the model using data on police response time gathered in Fort Worth, Texas.

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1979Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator 1983Subjective and Objective Measures of Police Service Delivery 1984Linking Objective and Subjective Measures of Performance 1982Urban Policy Making and Subjective Service Evaluations: Are They Compatible?1976Sample surveys of the victims of crime

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2000How kids view cops The nature of juvenile attitudes toward the police 2004Linking confidence in the police with the performance of the police: Community policing can make a difference 2005Exploring the Basis of Citizens’ Attitudes Toward the Police 1996Public perceptions of state police: An analysis of individual-level and contextual variables 1991ACCOUNTABILITY AND LOCAL AUTHORITY ANNUAL REPORTS: THE CASE OF WELSH DISTRICT COUNCILS 2007Substantive Symbols: The Attitudinal Dimension of Black Political Incorporation in Local Government 2013Evaluating Urban Public Schools: Parents, Teachers, and State Assessments 2010Objective and Subjective Performance Measures

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