Coercion versus choice : (Record no. 24729)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01731naa a2200193uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 7100816481210 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211163208.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 071008s2007 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | BROWN, Trevor |
| 9 (RLIN) | 31129 |
| 245 10 - TITLE STATEMENT | |
| Title | Coercion versus choice : |
| Remainder of title | citizen evaluations of public service quality across methods of consumption |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Malden, MA : |
| Name of publisher, distributor, etc. | Blackwell Publishers, |
| Date of publication, distribution, etc. | May / June 2007 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | 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 service. Furthermore, citizens are likely to rate services differently based on whether they consume the services as a result of coercion or choice, although the quality of the interaction shapes the impact of the type of interaction. Based on a series of empirical analyses, this paper demonstrates that recipients who have superior-quality interactions with providers are likely to report high ratings for elective services, whereas citizens who have poor-quality interactions are likely to report low ratings for coercive services. In this way, the quality of the interaction influences citizens predispositions to rate services high or low based on whether they consume the service by choice or coercion |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Public administration review PAR |
| 773 08 - HOST ITEM ENTRY | |
| Title | Public Administration Review: PAR |
| Related parts | 67, 3, p. 559-572 |
| Place, publisher, and date of publication | Malden, MA : Blackwell Publishers, May / June 2007 |
| International Standard Serial Number | ISSN 00333352 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20071008 |
| Operator's initials, OID (RLIN) | 1648^b |
| Cataloger's initials, CIN (RLIN) | Tiago |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20090608 |
| Operator's initials, OID (RLIN) | 1720^b |
| Cataloger's initials, CIN (RLIN) | mayze |
No items available.
