Testing the Expectancy Disconfirmation Model of Citizen Satisfaction with Local Government

By G. V. Ryzin. 2006

279 citations recorded by the source corpus.

Subfields: Economics and Econometrics, Organizational Behavior and Human Resource Management, Public Administration

View Paper: https://www.semanticscholar.org/paper/5fda6b6b147121e9df5aa6cc51eddca39af8ac9f

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In Economics and Econometrics

In Organizational Behavior and Human Resource Management

In Public Administration

Citations in the corpus

Cognitive Biases in Performance Evaluations (2016, methodology): “Since these problems potentially could plague the EDM, experimental tests of the theory seems the most obvious choice (Van Ryzin 2006, 2013; James 2009).”
Understanding User Revisions When Using Information Systems Features: Adaptive System Use and Triggers (2012, methodology): “When a person applies his/her old schemas to a novel situation, inadequacies in the old schemas may lead to errors in interpretation of and responses to the new situation (discrepancies) (Louis 1980; Van Maanen 1977).”
An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction (2013, methodology): “The theory holds that citizens judge public services based on an implicit comparison of service quality with their prior expectations, and there is growing evidence in support of the theory in public management research (James, 2009; Morgeson, 2012; Roch & Poister, 2006; Van Ryzin, 2004, 2006).”
Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services (2007, background): “…disconfirmation in a survey of New York City residents and also in a subsequent national US study, with performance minus expectations being positively related to satisfaction (Van Ryzin 2004, 2006, 605–8), with similar results for local services in the US state of Georgia (Roch and Poister 2006).”
MANAGING CITIZENS' EXPECTATIONS OF PUBLIC SERVICE PERFORMANCE: EVIDENCE FROM OBSERVATION AND EXPERIMENTATION IN LOCAL GOVERNMENT (2011, background): “This model has been examined for private services, and increasingly in for public services (Van Ryzin 2004; Roch and Poister 2006; Van Ryzin 2006; James 2009).”
Reconsidering the expectancy disconfirmation model. Three experimental replications (2017, background): “So far, most empirical tests of the EDM have been based on cross-sectional research (e.g. Van Ryzin 2004, 2006; Roch and Poister 2006; Morgeson 2012).”