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Citizens, Accountability, and Service Satisfaction

https://doi.org/10.1177/1078087405281124
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

inferredcites →https://doi.org/10.1002/pam.20020openalex-snapshot
Expectations, performance, and citizen satisfaction with urban services
inferredcites →https://doi.org/10.1016/0002-8223(94)92568-2openalex-snapshot
Journal of consumer research
inferredcites →https://doi.org/10.1016/0167-4870(91)90016-mopenalex-snapshot
A framework for comparing customer satisfaction across individuals and product categories
inferredcites →https://doi.org/10.1017/cbo9780511809477openalex-snapshot
Judgment under Uncertainty
inferredcites →https://doi.org/10.1021/cen-v071n037.p006openalex-snapshot
REINVENTING THE GOVERNMENT
inferredcites →https://doi.org/10.1037/0021-9010.62.4.480openalex-snapshot
Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation.
inferredcites →https://doi.org/10.1093/jopart/muh013openalex-snapshot
What Do They Know, and Whom Do They Hold Accountable? Citizens in the Government-Nonprofit Contracting Relationship
inferredcites →https://doi.org/10.1093/oxfordjournals.jpart.a037243openalex-snapshot
Citizen-Initiated Contact and Satisfaction With Bureaucracy: A Multivariate Analysis
inferredcites →https://doi.org/10.1108/09513559410055206openalex-snapshot
Satisfaction, Loyalty and Reputation as Indicators of Customer Orientation in the Public Sector
inferredcites →https://doi.org/10.1108/09564231011066132openalex-snapshot
Satisfaction: A Behavioral Perspective on the Consumer
inferredcites →https://doi.org/10.1108/jpbafm-12-01-2000-b007openalex-snapshot
The role of survey research in the benchmarking process
inferredcites →https://doi.org/10.1111/(issn)1540-6237openalex-snapshot
Social Science Quarterly
inferredcites →https://doi.org/10.1177/002224377301000106openalex-snapshot
Consumer Dissatisfaction: The Effect of Disconfirmed Expectancy on Perceived Product Performance
inferredcites →https://doi.org/10.1287/mksc.12.2.125openalex-snapshot
The Antecedents and Consequences of Customer Satisfaction for Firms
inferredcites →https://doi.org/10.1509/jmkr.38.3.386.18862openalex-snapshot
Strategic Management of Expectations: The Role of Disconfirmation Sensitivity and Perfectionism
inferredcites →https://doi.org/10.2307/1251898openalex-snapshot
The American Customer Satisfaction Index: Nature, Purpose, and Findings
inferredcites →https://doi.org/10.2307/1914185openalex-snapshot
Prospect Theory: An Analysis of Decision under Risk
inferredcites →https://doi.org/10.2307/1962624openalex-snapshot
American Politics - Citizen Demand-Making in the Urban Context. By Elaine B. Sharp (University: University of Alabama Press, 1986. xii, 211p. $25.95).
inferredcites →https://doi.org/10.2307/2110413openalex-snapshot
Contact with Government Agencies: A Preliminary Analysis of the Distribution of Government Services
inferredcites →https://doi.org/10.2307/2131420openalex-snapshot
Disadvantage, Disaffection, and Race as Divergent Bases for Citizen Fiscal Policy Preferences
inferredcites →https://doi.org/10.2307/2131828openalex-snapshot
Citizen Satisfaction with Local Governance: A Test of Individual, Jurisdictional, and City-Specific Explanations
inferredcites →https://doi.org/10.2307/2288362openalex-snapshot
Judgment Under Uncertainty: Heuristics and Biases.
inferredcites →https://doi.org/10.2307/2325604openalex-snapshot
Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States.
inferredcites →https://doi.org/10.2307/2647549openalex-snapshot
The Expectations Gap Thesis: Public Attitudes toward an Incumbent President
inferredcites →https://doi.org/10.2307/2998634openalex-snapshot
Living Up to Expectations: Public Attitudes Toward Congress
inferredcites →https://doi.org/10.2307/3110378openalex-snapshot
Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator
inferredcites →https://doi.org/10.2307/975299openalex-snapshot
Subjective and Objective Measures of Police Service Delivery
inferredcites →https://doi.org/10.5281/zenodo.14579729openalex-snapshot
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
inferredcites →https://doi.org/10.5860/choice.47-6963openalex-snapshot
Satisfaction: a behavioral perspective on the consumer

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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Managing Expectations
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Fragile Public Sector Organizations
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Public Sector Communication and Citizen Expectations and Satisfaction
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Better service delivery, more satisfied citizens? The mediating effects of local government management capacity in South Korea
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Coproduction Willingness and Citizen Satisfaction: Evidence From an Extended Expectancy‐Disconfirmation Model
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An Experimental Test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction
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Predicting resident satisfaction with public schools in small town Iowa
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Analysis of Citizen Satisfaction in Municipal Services
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Measuring Citizens Satisfaction From Public Sector Organizations in Greece: The Case of the Regional District of Xanthi
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The gender gap among local representatives: A potential for local development?
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Passengers Perception and Satisfaction Level Towards Public Transport: A Review
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Exploring determinants of public satisfaction with urban solid waste collection services quality
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Towards a conceptual model for assessing the quality of public services
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An empirical and comparative analysis of E-government performance measurement models: Model selection via explanation, prediction, and parsimony
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Responsive E-government in China: A way of gaining public support
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Public satisfaction with the government's disaster response during Typhoon Odette (Rai)
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Stakeholder Expectation and Satisfaction in Road Maintenance
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Determinant factors of individuals’ decision to emigrate in rural Spain: The role of ICT-based public policies
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Keep it real: Assessing destination image congruence and its impact on tourist experience evaluations
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Expectations of and Satisfaction with Public Services
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An exploratory study on the relationship between stakeholder expectations, experiences and satisfaction in road maintenance
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The Role of Economic Conditions in Shaping Citizens' Satisfaction with Government in Tunisia's Fragile Democracy: An Expectancy-Disconfirmation Analysis
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The Association Between Performance Information and the Satisfaction of Different Social Groups: Citizen Evaluation by Racial Groups
inferred← citeshttps://doi.org/10.1080/02185377.2022.2047081openalex-snapshot
Factors affecting citizen satisfaction: examining from the perspective of the expectancy disconfirmation theory and individual differences
inferred← citeshttps://doi.org/10.1080/03003930.2012.751023openalex-snapshot
Gap Analysis: Participatory Democracy, Public Expectations and Community Assemblies in Sheffield
inferred← citeshttps://doi.org/10.1080/03003930.2013.869497openalex-snapshot
Does Size Still Matter? An Empirical Analysis of the Effectiveness of Victorian Local Authorities
inferred← citeshttps://doi.org/10.1080/03003930.2017.1333428openalex-snapshot
Trust in the leadership of governors and participatory governance in Tokyo Metropolitan Government
inferred← citeshttps://doi.org/10.1080/10758216.2021.1939717openalex-snapshot
Russia’s Response to COVID-19: Leveraging Pre-Pandemic Data to Theorize about Public Approval
inferred← citeshttps://doi.org/10.1080/10841806.2026.2695539openalex-snapshot
Distinguishing and integrating universalism and context in the common good: A normative conceptual framework for evaluating public goods
inferred← citeshttps://doi.org/10.1080/10967494.2025.2470704openalex-snapshot
Representation, expectations, and citizen evaluations of police
inferred← citeshttps://doi.org/10.1080/10967494.2025.2605075openalex-snapshot
Rethinking government transparency: a meta-analytic review of its effect on citizen satisfaction
inferred← citeshttps://doi.org/10.1080/14719037.2011.649976openalex-snapshot
Assessing Users' Perceptions on how to Improve Public Services Quality
inferred← citeshttps://doi.org/10.1080/14719037.2017.1282000openalex-snapshot
Reconsidering the expectancy disconfirmation model. Three experimental replications
inferred← citeshttps://doi.org/10.1080/14719037.2017.1295099openalex-snapshot
Experimental replication: an experimental test of the expectancy disconfirmation theory of citizen satisfaction
inferred← citeshttps://doi.org/10.1080/14719037.2019.1599060openalex-snapshot
Proposed non-linear relation between satisfaction with government performance and co-production: an initial empirical test
inferred← citeshttps://doi.org/10.1080/14719037.2020.1775281openalex-snapshot
Performance information and learning effects on citizen satisfaction with public services
inferred← citeshttps://doi.org/10.1080/14719037.2023.2297292openalex-snapshot
Welfare state evaluations, normative expectations, and political trust: longitudinal evidence from Germany and Norway
inferred← citeshttps://doi.org/10.1080/14719037.2024.2304130openalex-snapshot
A dynamic study of citizen satisfaction: replicating and extending Van Ryzin’s “testing the expectancy disconfirmation model of citizen satisfaction with local government”
inferred← citeshttps://doi.org/10.1080/1528008x.2025.2602782openalex-snapshot
International Non-Muslim Tourists’ Satisfaction with Saudi Arabia’s Islamic Destination Attributes: Insights and Implications for Tourism Development
inferred← citeshttps://doi.org/10.1080/15309576.2015.1108790openalex-snapshot
Will Performance Management Restore Citizens’ Faith in Public Education?
inferred← citeshttps://doi.org/10.1080/15309576.2018.1436074openalex-snapshot
Does Performance Management Relate to Good Governance? A Study of Its Relationship with Citizens’ Satisfaction with and Trust in Israeli Local Government
inferred← citeshttps://doi.org/10.1080/15309576.2026.2616447openalex-snapshot
Do Acknowledgement through Repetition and Non-referral Responses Build Satisfaction? Evidence from a Survey Experiment in China
inferred← citeshttps://doi.org/10.1080/23276665.2019.1658361openalex-snapshot
Citizen expectations and satisfaction of service performance: lessons from subnational governments in Japan
inferred← citeshttps://doi.org/10.1080/23812346.2024.2331284openalex-snapshot
Impact of supply–demand matching on citizen satisfaction: analysis based on expectancy disconfirmation model
inferred← citeshttps://doi.org/10.1080/23812346.2026.2725359openalex-snapshot
Beyond service supply: how trust outweighs performance in shaping public service satisfaction across urban-rural divides
inferred← citeshttps://doi.org/10.1093/jopart/muaf025openalex-snapshot
Tax salience and citizen evaluation of government
inferred← citeshttps://doi.org/10.1093/jopart/muag004openalex-snapshot
How the experience of administrative burdens affects clients’ psychological well-being: the role of negativity bias
inferred← citeshttps://doi.org/10.1093/jopart/mum034openalex-snapshot
Evaluating the Expectations Disconfirmation and Expectations Anchoring Approaches to Citizen Satisfaction with Local Public Services
inferred← citeshttps://doi.org/10.1093/jopart/muq006openalex-snapshot
Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust Relationship
inferred← citeshttps://doi.org/10.1093/jopart/muq057openalex-snapshot
Performance Measures and Democracy: Information Effects on Citizens in Field and Laboratory Experiments
inferred← citeshttps://doi.org/10.1093/jopart/mur004openalex-snapshot
The Effect of Expectations and Expectancy Confirmation/Disconfirmation on Motorists' Satisfaction with State Highways
inferred← citeshttps://doi.org/10.1093/jopart/mus012openalex-snapshot
Expectations, Disconfirmation, and Citizen Satisfaction with the US Federal Government: Testing and Expanding the Model
inferred← citeshttps://doi.org/10.1093/jopart/muu026openalex-snapshot
Understanding Satisfaction with Schools: The Role of Expectations
inferred← citeshttps://doi.org/10.1093/jopart/muv036openalex-snapshot
Cognitive Biases in Performance Evaluations
inferred← citeshttps://doi.org/10.1093/jopart/muz012openalex-snapshot
The Political Psychology of Citizen Satisfaction: Does Functional Responsibility Matter?
inferred← citeshttps://doi.org/10.1108/ijpsm-01-2017-0011openalex-snapshot
Discussing municipal performance alternatives
inferred← citeshttps://doi.org/10.1108/ijpsm-01-2024-0015openalex-snapshot
Citizen satisfaction with arm's length bodies in local government: expert insights on policy and practice
inferred← citeshttps://doi.org/10.1108/k-01-2023-0119openalex-snapshot
Role of service quality factors in word of mouth through student satisfaction
inferred← citeshttps://doi.org/10.1108/tg-11-2019-0105openalex-snapshot
Channel choice in China
inferred← citeshttps://doi.org/10.1111/1467-8500.12117openalex-snapshot
Can't Get No Satisfaction? The Association Between Community Satisfaction and Population Size for Victoria
inferred← citeshttps://doi.org/10.1111/1467-9248.12096openalex-snapshot
The Democratic Costs of Size: How Increasing Size Affects Citizen Satisfaction with Local Government
inferred← citeshttps://doi.org/10.1111/1467-9248.12163openalex-snapshot
How do Citizens Evaluate Public Officials? The Role of Performance and Expectations on Political Trust
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Citizen satisfaction under changing political leadership: The role of partisan motivated reasoning
inferred← citeshttps://doi.org/10.1111/j.1467-9299.2011.01960.xopenalex-snapshot
VOICE AND CHOICE IN HEALTH CARE IN ENGLAND: UNDERSTANDING CITIZEN RESPONSES TO DISSATISFACTION
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MANAGING CITIZENS' EXPECTATIONS OF PUBLIC SERVICE PERFORMANCE: EVIDENCE FROM OBSERVATION AND EXPERIMENTATION IN LOCAL GOVERNMENT
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ENTREPRENEURIAL EXIT RESPONSE TO DISSATISFACTION WITH PUBLIC SERVICES
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Accountability or Expectations Management? The Role of the Ombudsman in Financial Regulation
inferred← citeshttps://doi.org/10.1111/padm.12986openalex-snapshot
Getting what you expect: How civil servant stereotypes affect citizen satisfaction and perceived performance
inferred← citeshttps://doi.org/10.1111/padm.70054openalex-snapshot
Who Is Accountable? How Citizens Attribute Success and Failure in Cross‐Sector Collaborations
inferred← citeshttps://doi.org/10.1111/pops.12029openalex-snapshot
Expectations Among Aboriginal Peoples in C anada Regarding the Potential Impacts of a Government Apology
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Citizen Expectations and Satisfaction in a Young Democracy: A Test of the Expectancy‐Disconfirmation Model
inferred← citeshttps://doi.org/10.1111/puar.13368openalex-snapshot
The Expectancy‐Disconfirmation Model and Citizen Satisfaction with Public Services: A Meta‐analysis and an Agenda for Best Practice
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Experimental evidence on the determinants of citizens' expectations toward public services
inferred← citeshttps://doi.org/10.1155/2022/9378101openalex-snapshot
Examining and Expanding the Expectancy Disconfirmation Model: Evidence from Rural China
inferred← citeshttps://doi.org/10.1177/0002764209338803openalex-snapshot
Legitimacy and Public Administration
inferred← citeshttps://doi.org/10.1177/0020852309341330openalex-snapshot
Mapping the terrain of public service quality improvement: twenty-five years of trends and practices in the United States
inferred← citeshttps://doi.org/10.1177/0020852311407278openalex-snapshot
Do they all perform alike? An examination of perceived performance, citizen satisfaction and trust with US federal agencies
inferred← citeshttps://doi.org/10.1177/0275074010397333openalex-snapshot
Performance Measures and Parental Satisfaction With New York City Schools
inferred← citeshttps://doi.org/10.1177/0275074019874445openalex-snapshot
Social Class, Ingroup–Outgroup Comparison, and Citizen Evaluations: Is User Satisfaction Linked to Outcome Disparities?
inferred← citeshttps://doi.org/10.1177/02750740231187539openalex-snapshot
Descriptive and Symbolic: The Connection Between Political Representation and Citizen Satisfaction with Municipal Public Services
inferred← citeshttps://doi.org/10.1177/0734016815584997openalex-snapshot
Perceptions, Behaviors, and Satisfaction Related to Public Safety for Persons With Disabilities in the United States
inferred← citeshttps://doi.org/10.1177/0734371x16674783openalex-snapshot
Managerial Development Programs for Executive Directors and Accountability Practices in Nonprofit Organizations
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Managing expectations
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Bureaucratic contacts and their impact on citizen satisfaction with local government agencies: The influence of expectation
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The multi-dimensionality of citizen satisfaction: A conjoint experimental approach
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Identifying and Understanding Perceived Inequities in Local Politics
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Crime reporting and victim satisfaction with the police: a large-scale study among victims of crime in the Netherlands
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Development and validation of the parents’ service satisfaction scale in the Finnish early childhood education and care context
inferred← citeshttps://doi.org/10.1371/journal.pone.0270815openalex-snapshot
Testing the expectancy-disconfirmation theory: Geography, employment status and household size of local communities determine their perspectives of a local mine business in South Africa
inferred← citeshttps://doi.org/10.14254/2071-789x.2014/7-4/9openalex-snapshot
Multidimensional Analysis Applied to the Quality of the Websites: Some Empirical Evidences from the Italian Public Sector
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Yaşam Memnuniyeti Yönteminin Tam Kamusal Mallar Özelinde Teorik ve Literatürel Bir İncelemesi
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TÜRKİYE'DE ADALET HİZMETLERİ TALEBİNİN BELİRLEYİCİLERİ: YAŞAM MEMNUNİYETİ YÖNTEMİYLE BİR UYGULAMA
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Adalet Hizmetlerinde Beklenti Çıpası ve Beklenti Yanlışlaması Hipotezleri: Türkiye Örneği
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Determining Factors of NPO's Influence on Policy Change in Local Government: Focusing on Policy Satisfaction and Moderating Effect of Trust in Government
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Menilai Kinerja Pemerintah Daerah Kabupaten Lombok Barat Menggunakan Survei Persepsi Publik
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Managing for Citizen Satisfaction: Is Good Not Enough?
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Performance does matter?: bridge a gap between government performance and public institution trust with considering happiness
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The impact of microfinance to borrowers. business, personal and financial status and the mediating role of service satisfaction: evidence from the Philippines
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Evaluation of social marketing objectives: A case study of the effectiveness of operation gcin’amanzi in soweto, South Africa
inferred← citeshttps://doi.org/10.24136/eq.3546openalex-snapshot
The Expectancy-Disconfirmation Model in the analysis of citizen satisfaction in depopulated regions: Implications for sustainable long term rural development policy
inferred← citeshttps://doi.org/10.24294/jipd10318openalex-snapshot
Analysis of citizen satisfaction in rural areas
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Drivers Fostering Citizens to Participate in Co-Creation Process for Public Service Quality
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Growth Management and Resident Satisfaction with Local Public Services
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Citizen Satisfaction with Public Service: What Factors Drive?
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Territorial Policy Agenda Revised
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Public Services, Public Acceptance, and Satisfaction: Macro Evaluation of Government Services in Sigi Regency
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The Role of Emotional Service Expectation Toward Perceived Quality and Satisfaction: Moderating Effects of Deep Acting and Surface Acting
inferred← citeshttps://doi.org/10.3390/ijerph20053996openalex-snapshot
Evaluating Community Capability to Prevent and Control COVID-19 Pandemic in Shenyang, China: An Empirical Study Based on a Modified Framework of Community Readiness Model
inferred← citeshttps://doi.org/10.3390/su132112185openalex-snapshot
Non-Face-to-Face Public Services and Perceptions of Public Organizations
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Farmers Response on Agricultural Service Delivery in New Federal System of Nepal
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The Importance of Police Performance as a Determinant of Satisfaction with Police
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La situation de l'amélioration de la qualité des services publics : Vingt-cinq années de tendances et de pratiques aux États-Unis
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Toutes les agences sont-elles aussi efficaces ?
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El paradigma intencional en la evaluación ciudadana de la administración local. La utilidad frente al bienestar
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Chapitre III. L’évaluation des services publics par la satisfaction des usagers et les valeurs des citoyens : le cas d’un baromètre du service public municipal
inferred← citeshttps://doi.org/10.4018/978-1-5225-0320-0.ch014openalex-snapshot
The Satisfaction of the Citizens with the Place and the Impact of This Evaluation on Local Government Management
inferred← citeshttps://doi.org/10.4018/978-1-5225-9860-2.ch023openalex-snapshot
The Satisfaction of the Citizens With the Place and the Impact of This Evaluation on Local Government Management
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Agency vs. Stewardship Theory in Local Government Contracted Mobile Apps
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An Overview of Citizen Satisfaction with Public Service: Based on the Model of Expectancy Disconfirmation
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Chất lượng giáo dục và đào tạo tác động đến mức độ hài lòng của học sinh
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Looking back, moving forward: Towards improving local governments' performance in Ghana
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Full Issue
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Assessing the Capacity and Financial Status of Microfinance Institutions in the Province of Nueva Ecija: Interposing the Role of Service Satisfaction
inferred← citeshttps://doi.org/10.52006/main.v4i3.390openalex-snapshot
Assessing Stakeholders’ Satisfaction of a Catholic University Graduate School in the Philippines
inferred← citeshttps://doi.org/10.5209/rev_poso.2014.v51.n2.43561openalex-snapshot
Actitudes de la ciudadanía hacia los servicios públicos. Valoración y satisfacción en el periodo 2009-2011
inferred← citeshttps://doi.org/10.52372/kjps25303openalex-snapshot
An Analysis of Policy Satisfaction Using the Expectancy Disconfirmation Model*
inferred← citeshttps://doi.org/10.5295/cdg.100165bmopenalex-snapshot
Causes and consequences of consumer dissatisfaction with external attributions
inferred← citeshttps://doi.org/10.5565/rev/papers/v97n2.330openalex-snapshot
La evaluación ciudadana de la Administración Local: “La escala multidimensional jerárquica” como instrumento para medir la calidad de los Servicios Locales
inferred← citeshttps://doi.org/10.5565/rev/papers/v97n4.359openalex-snapshot
Los límites de la lealtad ideológica en la evaluación ciudadana del "performance" administrativo local
inferred← citeshttps://doi.org/10.5755/j01.ee.26.4.6066openalex-snapshot
A Reference Model of Public Institutions’ Quality Practices, Citizens’ Satisfaction and Performance Quality
inferred← citeshttps://doi.org/10.58884/akademik-hassasiyetler.1341642openalex-snapshot
THE EFFECT OF SATISFACTION WITH SERVICES AND TRUST IN PUBLIC ORGANIZATIONS ON CITIZENS’ VOICE ORIENTATION: THE ROLE OF ETHICAL PUBLIC ADMINISTRATION
inferred← citeshttps://doi.org/10.5958/2582-2691.2022.00003.7openalex-snapshot
People’s Perceptions on Local Government Bureaucrats in Bangladesh: An Empirical Study
inferred← citeshttps://doi.org/10.7218/nenpouseijigaku.61.1_31openalex-snapshot
Which factor, citizens' or governmental, affects the trust in civil service in Japan?
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