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Citizens, Accountability, and Service Satisfaction

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References

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1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
1982Judgment under Uncertainty8,238 cited
2010Satisfaction: a behavioral perspective on the consumer6,042 cited
1984Judgment Under Uncertainty: Heuristics and Biases.5,656 cited
1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
1982Judgment under uncertainty: Causality and attribution4,616 cited
1993The Antecedents and Consequences of Customer Satisfaction for Firms4,607 cited
1991Refinement and reassessment of the SERVQUAL scale.3,947 cited
1977Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.1,740 cited
1973Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance1,066 cited
1991A framework for comparing customer satisfaction across individuals and product categories897 cited
2010Satisfaction: A Behavioral Perspective on the Consumer892 cited
2004Expectations, performance, and citizen satisfaction with urban services

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419 cited

1979Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator326 cited

Cited by

2010Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship302 cited
2012Expectations, Disconfirmation, and Citizen Satisfaction with the US Federal Government: Testing and Expanding the Model162 cited
2014The Democratic Costs of Size: How Increasing Size Affects Citizen Satisfaction with Local Government143 cited
2015Cognitive Biases in Performance Evaluations142 cited
2011Do they all perform alike? An examination of perceived performance, citizen satisfaction and trust with US federal agencies127 cited
2011The Effect of Expectations and Expectancy Confirmation/Disconfirmation on Motorists' Satisfaction with State Highways122 cited
2011Performance Measures and Parental Satisfaction With New York City Schools111 cited
2023Role of service quality factors in word of mouth through student satisfaction111 cited
2017Reconsidering the expectancy disconfirmation model. Three experimental replications108 cited
2014How do Citizens Evaluate Public Officials? The Role of Performance and Expectations on Political Trust93 cited
2019The Political Psychology of Citizen Satisfaction: Does Functional Responsibility Matter?75 cited
2016Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy‐Disconfirmation Model70 cited
2015Can't Get No Satisfaction? The Association Between Community Satisfaction and Population Size for Victoria66 cited
2017Experimental replication: an experimental test of the expectancy disconfirmation theory of citizen satisfaction59 cited
2012ENTREPRENEURIAL EXIT RESPONSE TO DISSATISFACTION WITH PUBLIC SERVICES57 cited
2009Mapping the terrain of public service quality improvement: twenty-five years of trends and practices in the United States38 cited