References

• 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
• 2011Thinking, Fast and Slow14,316 cited
• 1970Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.11,189 cited
• 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
• 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
• 1977Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.1,740 cited
• 2007Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services435 cited
• 2004Expectations, performance, and citizen satisfaction with urban services419 cited
• 2002A Multiple–Indicator Approach to Municipal Service Evaluation: Correlating Performance Measurement and Citizen Satisfaction across Jurisdictions334 cited
• 1979Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator326 cited
• 2005Testing the Expectancy Disconfirmation Model of Citizen Satisfaction with Local Government299 cited
• 2014DOES PERFORMANCE INFORMATION ABOUT PUBLIC SERVICES AFFECT CITIZENS' PERCEPTIONS, SATISFACTION, AND VOICE BEHAVIOUR? FIELD EXPERIMENTS WITH ABSOLUTE AND RELATIVE PERFORMANCE INFORMATION269 cited
• 2004Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City