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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Bibliographic Details

Published in:	Public Administration Review Vol. 67; no. 3; pp. 559 - 573
Main Author:	Brown, Trevor
Format:	Article
Published:	Wiley-Blackwell May2007
Subjects:	Municipal services Citizenship Customer satisfaction Public sector Performance management Public administration research
Online Access:	View this record in EBSCOhost