Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services

By O. James. 2007

348 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Public Administration, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/f74eaf73050539358c7cd2828b8d33b16d69ae54

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In Organizational Behavior and Human Resource Management

In Public Administration

In Sociology and Political Science

Citations in the corpus

An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction (2013, methodology): “James found that “the predicted probability of being satisfied rises as expectations of service quality are perceived to be increasingly met and exceeded” (James, 2009, p. 118).”
Expectations, Disconfirmation, and Citizen Satisfaction with the US Federal Government: Testing and Expanding the Model (2013, background): “Nevertheless, over the last few years this model has drawn increased attention among those interested in understanding the cognitive processes responsible for citizen satisfaction and dissatisfaction with government services, with a modest but growing body of literature now available (James 2009; Po”
Reconsidering the expectancy disconfirmation model. Three experimental replications (2017, background): “Prior studies have consistently confirmed this direct link, which is independent of expectations and disconfirmation (Van Ryzin 2004, 2006; James 2009; Morgeson 2012).”
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).”
Performance Measures and Parental Satisfaction With New York City Schools (2012, background): “But recent evidence has begun to emerge supporting a stronger link between subjective and objective measures of government performance (James, 2009; Licari, McLean, & Rice, 2005; Van Ryzin, Immerwahr & Altman, 2008), at least in some areas of public service provision such as park conditions and…”
Democracy and Government Performance: Holding Incumbents Accountable in English Local Governments* (2009, background): “Johnston et al. (2000) show that local economic conditions affect incumbent evaluation for national elections in England and Wales, which further suggests national rather than local attribution of responsibility. Nevertheless, since local government has some influence on the local economy, we includ”
Cognitive Biases in Performance Evaluations (2016, methodology): “…two individual items, which we do not have.13 One way to circumvent this problem is to include only one of the two individual items in the regression (e.g., James 2009; Oliver 2010, p.119), but this approach also has the downside of “high” but “imperfect” multicollinearity (Gujarati 2009 Ch. 10).”
Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship (2011, methodology): “A considerable body of theoretical literature suggests a connection between expectations of performance prior to an experience—expectations which tend to frame the consumer’s experience by providing a basis for comparative judgment—and a range of resultant perceptions of that experience across diver”