Coercion versus Choice: Citizen Evaluations of Public Service Quality across Methods of Consumption.

Treating all respondents to citizen satisfaction surveys as “customers” risks misinterpreting the findings and misguiding managerial decision making. Citizen evaluations of the quality of public services are likely to vary based on whether citizens have a direct or indirect relationship to the servi...

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Publicado en:	Public Administration Review Vol. 67; no. 3; pp. 559 - 573
Autor principal:	Brown, Trevor
Formato:	Artículo
Publicado:	Wiley-Blackwell May2007
Materias:	Municipal services Citizenship Customer satisfaction Public sector Performance management Public administration research
Acceso en línea:	Ver este registro en EBSCOhost