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Expectations of and Satisfaction with Public Services · Study

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ChapterExpectations of and Satisfaction with Public Services

Jue Young Mok2017

Chapter2017

Expectations of and Satisfaction with Public Services

Jue Young Mok · Oliver James · Gregg G. Van Ryzin

17 citations·0/0 files stored·Cambridge University Press eBooks

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Public Policy and Administration Research Customer Service Quality and Loyalty E-Government and Public Services

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2011Thinking, Fast and Slow 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.2010Satisfaction: a behavioral perspective on the consumer 1993The Nature and Determinants of Customer Expectations of Service 1977Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.2007Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services 2004Expectations, performance, and citizen satisfaction with urban services

Cited by

2019The Political Psychology of Citizen Satisfaction: Does Functional Responsibility Matter?2017Citizen satisfaction under changing political leadership: The role of partisan motivated reasoning 2025Transparency and citizen satisfaction: a meta-analysis and future research agenda 2025Citizens’ expectations about public services: a systematic literature review

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Papers that cite the same references — the relational fallback while embeddings are still backfilling.

2019Social Class, Ingroup–Outgroup Comparison, and Citizen Evaluations: Is User Satisfaction Linked to Outcome Disparities?article · 19 shared references 2024The multi-dimensionality of citizen satisfaction: A conjoint experimental approacharticle · 18 shared references 2019The Political Psychology of Citizen Satisfaction: Does Functional Responsibility Matter?article · 17 shared references 2024Citizen Satisfaction Research in Public Administration: A Systematic Literature Review and Future Research Agendareview · 17 shared references 2024Socioeconomic Disparities, Service Equity, and Citizen Satisfaction: Cross‐National Evidencearticle · 17 shared references 2020Everything Is Relative: How Citizens Form and Use Expectations in Evaluating Servicesarticle · 15 shared references

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Year2017

Typechapter

Published2017-07-13

VenueCambridge University Press eBooks

Languageen

Citations17

Files0 public / 0

ShelfPublic Policy and Administration Research

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doi10.1017/9781316676912.017

openalex_workW2740724928

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