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Chapitre III. L’évaluation des services publics par la satisfaction des usagers et les valeurs des citoyens : le cas d’un baromètre du service public municipal
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Chapitre III. L’évaluation des services publics par la satisfaction des usagers et les valeurs des citoyens : le cas d’un baromètre du service public municipal (2015)Chapitre III. L’évaluation des services p…How to Improve Perceived Service Quality by Increasing Customer Participation (2014)How to Improve Perceived Serv…Customer Participation In Service Specification And Delivery (2011)Customer Participation In Ser…Public Values and Public Interest: Counterbalancing Economic Individualism (2007)Public Values and Public Inte…Pieces of a Puzzle: Linking Government Performance, Citizen Satisfaction, and Trust (2007)Pieces of a Puzzle: Linking G…Citizen Attitudes Toward Transparency in Local Government (2007)Citizen Attitudes Toward Tran…The Performance-Trust Link: Implications for Performance Measurement (2006)The Performance-Trust Link: I…Citizens, Accountability, and Service Satisfaction (2006)Citizens, Accountability, and…Performance Measurement and Improvement: an Assessment of the State of the Art (2004)Performance Measurement and I…Comparing Measures of Citizen Trust and User Satisfaction as Indicators of `Good Governance': Difficulties in Linking Trust and Satisfaction Indicators (2003)Comparing Measures of Citizen…The Post-Bureaucratic Organization and Public Service Values 1 (2000)The Post-Bureaucratic Organiz…A method for assessing residents' satisfaction with community-based services: a quality-of-life perspective (2000)A method for assessing reside…Accounting for organizational performance: The construction of the customer in the privatized water industry (1997)Accounting for organizational…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator (1979)Citizen Satisfaction with Urb…Social Indicators of Well-Being (1976)Subjective Well-Being (1984)How Neighborhood Features Affect Quality of Life (2002)The Effect of Tourism Services on Travelers' Quality of Life (2007)Developing a community support model for tourism (2011)Взаимосвязь статуса занятости и пола с уровнем психологического благополучия (2026)Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Voice and Equality (1995)Bowling alone (2000)Bowling alone: the collapse and revival of American community (2000)Effects of Transparency on the Perceived Trustworthiness of a Government Organization: Evidence from an Online Experiment (2012)Measuring Local Government Transparency (2015)25 Years of Transparency Research: Evidence and Future Directions (2016)Research in Organizational Behavior. (1986)AFFECT- AND COGNITION-BASED TRUST AS FOUNDATIONS FOR INTERPERSONAL COOPERATION IN ORGANIZATIONS. (1995)Citizen‐Centered Collaborative Public Management (2006)E‐Participation, Transparency, and Trust in Local Government (2012)Fourth Generation Evaluation (2014)Global Encyclopedia of Public Administration, Public Policy, and Governance (2018)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Culture's Consequences: International Differences in Work-Related Values. (1983)Delivering quality service: balancing customer perceptions and expectations (1990)Why People Obey the Law (2006)Linking transparency, knowledge and citizen trust in government: an experiment (2012)The Effect of Transparency on Trust in Government: A Cross‐National Comparative Experiment (2013)Trust in government regarding COVID-19 and its associations with preventive health behaviour and prosocial behaviour during the pandemic: a cross-sectional and longitudinal study (2021)The impact of customer participation and service expectation on Locus attributions following service failure (2004)Exploring the effect of e-WOM participation on e-Loyalty in e-commerce (2013)Effect of Customer Participation on Service Outcomes (2014)Race, community context and confidence in the police (1996)Measuring the Unmeasurable: Empirical Studies of Nonprofit Organization Effectiveness from 1977 to 1997 (1998)How kids view cops The nature of juvenile attitudes toward the police (2000)Public Value Inside: What is Public Value Creation? (2009)Public Value Governance: Moving Beyond Traditional Public Administration and the New Public Management (2014)Designing and Implementing Cross‐Sector Collaborations: Needed and Challenging (2015)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 2007Public Values and Public Interest: Counterbalancing Economic Individualism849 cited
  • 2007Citizen Attitudes Toward Transparency in Local Government610 cited
  • 2003Comparing Measures of Citizen Trust and User Satisfaction as Indicators of `Good Governance': Difficulties in Linking Trust and Satisfaction Indicators552 cited
  • 2006The Performance-Trust Link: Implications for Performance Measurement511 cited
  • 1979Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator326 cited
  • 2011Customer Participation In Service Specification And Delivery283 cited
  • 2000A method for assessing residents' satisfaction with community-based services: a quality-of-life perspective272 cited
  • 2007Pieces of a Puzzle: Linking Government Performance, Citizen Satisfaction, and Trust235 cited
  • 2014How to Improve Perceived Service Quality by Increasing Customer Participation186 cited
  • 2000The Post-Bureaucratic Organization and Public Service Values 1171 cited
  • 2006Citizens, Accountability, and Service Satisfaction

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149 cited
  • 2004Performance Measurement and Improvement: an Assessment of the State of the Art133 cited
  • 1997Accounting for organizational performance: The construction of the customer in the privatized water industry124 cited
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