Citizens, Accountability, and Service Satisfaction

By Christine H. Roch, T. Poister. 2006

118 citations recorded by the source corpus.

Subfields: General Health Professions, Organizational Behavior and Human Resource Management, Public Administration

View Paper: https://www.semanticscholar.org/paper/67e4d113c50bf19060e7c27d155c4f904d2d07d8

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In General Health Professions

1. Stephan G. Grimmelikhuijsen
2. Gregory A. Porumbescu
3. O. James
4. Gregg G. Van Ryzin
5. Morten Hjortskov
6. Simon Calmar Andersen

In Organizational Behavior and Human Resource Management

1. Gregg G. Van Ryzin
2. Stephan G. Grimmelikhuijsen
3. Gregory A. Porumbescu
4. O. James
5. Étienne Charbonneau
6. Morten Hjortskov
7. Simon Calmar Andersen
8. Forrest V. Morgeson

In Public Administration

1. Gregg G. Van Ryzin
2. Stephan G. Grimmelikhuijsen
3. Gregory A. Porumbescu
4. Étienne Charbonneau
5. O. James
6. Morten Hjortskov
7. Simon Calmar Andersen
8. A. Olsen

Citations in the corpus

• 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).”
• 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).”
• Performance Measures and Parental Satisfaction With New York City Schools (2012, background): “…studies have tended to find that citizen satisfaction with public schools is an important variable in determining overall satisfaction with government and other evaluative outcomes (Poister & Henry, 1994; Roch & Poister, 2006; Shin, 1977; Van Ryzin, Muzzio, Immerwahr, Gulick, & Martinez, 2004).”
• MANAGING CITIZENS' EXPECTATIONS OF PUBLIC SERVICE PERFORMANCE: EVIDENCE FROM OBSERVATION AND EXPERIMENTATION IN LOCAL GOVERNMENT (2011, background): “Satisfaction is increasingly used as a measure of service performance to supplement managerial measures (Miller and Miller 1991; Bouckaert et al. 2005; Roch and Poister 2006; James 2009; Van de Walle and Van Ryzin 2011).”
• 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).”