A multiple-indicator approach to municipal service evaluation : (Record no. 29537)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01923naa a2200205uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 9061911252313 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211165120.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 090619s2009 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 | KELLY, Janet M |
| 9 (RLIN) | 32513 |
| 245 10 - TITLE STATEMENT | |
| Title | A multiple-indicator approach to municipal service evaluation : |
| Remainder of title | correlating performance measurement and citizen satisafaction across jurisdictions |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Malden, MA : |
| Name of publisher, distributor, etc. | Blackwell Publishers, |
| Date of publication, distribution, etc. | sep./oct.2002 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | Early work on municipal servicequality assessment recommended multiple measures of performance from both providers and users. Citizen satisfaction surveys have rivaled their more quantitative counterpart, administrative performance measures, in adoption, but the implication of survey results for action is not well understood by managers or scholars. To achieve meaningfully integrated multiple measures of service quality, we need to explore the dimensions of citizen satisfaction and review patterns of satisfaction across localities. We also need to understand the relationship between administrative performance measures and citizen perceptions. This crosssectional analysis of municipal citizen satisfaction and performance benchmark data suggests that citizen satisfaction survey results are useful to managers in conjunction with performancemeasurement programs as part of a multipleindicator approach to evaluating municipal service quality. However, understanding citizen perceptions requires a different perspective than that applied to administrative service performance measurement. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Public Administration Review PAR |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | September/October 2002 Volume 62 Number 5 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | SWINDELL, David |
| 9 (RLIN) | 37087 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Public Administration Review: PAR |
| Related parts | 62, 5, p. 610-621 |
| Place, publisher, and date of publication | Malden, MA : Blackwell Publishers, sep./oct.2002 |
| International Standard Serial Number | ISSN 00333352 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20090619 |
| Operator's initials, OID (RLIN) | 1125^b |
| Cataloger's initials, CIN (RLIN) | mayze |
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