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Understanding Gaps Between Objective and Subjective Performance Measures: Accreditation of Public Service Organizations and Citizen Satisfaction
16 references·0 citing·44 second hop
Understanding Gaps Between Objective and Subjective Performance Measures: Accreditation of Public Service Organizations and Citizen Satisfaction (2023)Understanding Gaps Between Objective and …Academy of Management Journal (2013)Academy of Management JournalMANAGING CITIZENS' EXPECTATIONS OF PUBLIC SERVICE PERFORMANCE: EVIDENCE FROM OBSERVATION AND EXPERIMENTATION IN LOCAL GOVERNMENT (2011)MANAGING CITIZENS' EXPECTATIO…Satisfaction: A Behavioral Perspective on the Consumer (2010)Satisfaction: A Behavioral Pe…Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services (2007)Evaluating the Expectations D…Agents or Stewards: Using Theory to Understand the Government-Nonprofit Social Service Contracting Relationship (2006)Agents or Stewards: Using The…Testing the Expectancy Disconfirmation Model of Citizen Satisfaction with Local Government (2005)Testing the Expectancy Discon…Institutional Isomorphism and Public Sector Organizations (2004)Institutional Isomorphism and…Expectations, performance, and citizen satisfaction with urban services (2004)Expectations, performance, an…Trust, Accreditation, and Philanthropy in the Netherlands (2003)Trust, Accreditation, and Phi…A Multiple–Indicator Approach to Municipal Service Evaluation: Correlating Performance Measurement and Citizen Satisfaction across Jurisdictions (2002)A Multiple–Indicator Approach…Service Management and Marketing: A Customer Relationship Management Approach (2000)Service Management and Market…A Multistage Model of Customers' Assessments of Service Quality and Value (1991)A Multistage Model of Custome…The Role of Nonprofit Enterprise (1980)The Role of Nonprofit Enterpr…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…The Theory of Economic Regulation (1971)The Theory of Economic Regula…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)Measuring Service Quality: A Reexamination and Extension (1992)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)Institutionalized Organizations: Formal Structure as Myth and Ceremony (1977)The Economic Institutions of Capitalism (1987)The iron cage revisited institutional isomorphism and collective rationality in organizational fields (2004)Structure! Agency! (And Other Quarrels): A Meta-Analysis Of Institutional Theories Of Organization (2009)Unanticipated Gains (2009)THE MANAGEMENT OF CHANGE IN PUBLIC ORGANIZATIONS: A LITERATURE REVIEW (2013)Theory of the firm: Managerial behavior, agency costs and ownership structure (1976)Qualitative Data Analysis: An Expanded Sourcebook (1994)An Integrative Model Of Organizational Trust (1995)Incentives and their dynamics in public sector performance management systems (2009)Collaborative Public Management (2012)Private finance for public goods: social impact bonds (2013)A Pure Theory of Local Expenditures (1956)Measuring Expectations (2004)Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship (2010)New Public Management and Citizens' Perceptions of Local Service Efficiency, Responsiveness, Equity and Effectiveness (2012)An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction (2013)Of Market Failure, Voluntary Failure, and Third-Party Government: Toward a Theory of Government-Nonprofit Relations in the Modern Welfare State (1987)Social Origins of Civil Society: Explaining the Nonprofit Sector Cross-Nationally (1998)The Rationalization of Charity: The Influences of Professionalism in the Nonprofit Sector (2009)The relationship marketing process: communication, interaction, dialogue, value (2004)Re-conceptualizing Information System Success: The IS-Impact Measurement Model (2008)Customer experience quality: an exploration in business and consumer contexts using repertory grid technique (2010)Rediscovering Satisfaction (1999)Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy (2009)CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality (2010)Emotional Intelligence, Cognitive Intelligence, and Job Performance (2006)7 Emotion in Organizations (2007)Hidden Connections: The Link Between Board Gender Diversity and Corporate Social Performance (2012)The Regulation of Entry (2000)The great reversals: the politics of financial development in the twentieth century (2003)Testing Theories of American Politics: Elites, Interest Groups, and Average Citizens (2014)
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References

  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1971The Theory of Economic Regulation8,084 cited
  • 2013Academy of Management Journal4,798 cited
  • 1991A Multistage Model of Customers' Assessments of Service Quality and Value2,949 cited
  • 1980The Role of Nonprofit Enterprise2,553 cited
  • 2000Service Management and Marketing: A Customer Relationship Management Approach2,332 cited
  • 2010Satisfaction: A Behavioral Perspective on the Consumer892 cited
  • 2006Agents or Stewards: Using Theory to Understand the Government-Nonprofit Social Service Contracting Relationship887 cited
  • 2004Institutional Isomorphism and Public Sector Organizations655 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 Government

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299 cited
  • 2003Trust, Accreditation, and Philanthropy in the Netherlands292 cited
  • 2011MANAGING CITIZENS' EXPECTATIONS OF PUBLIC SERVICE PERFORMANCE: EVIDENCE FROM OBSERVATION AND EXPERIMENTATION IN LOCAL GOVERNMENT206 cited
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