Do they all perform alike? an examination of perceived performance, citizen satisfaction and trust with US federal agencies (Record no. 41496)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02106naa a2200253uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 2013112435441 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211180233.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 120131s2011 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 | MORGESON III, Forrest V |
| 9 (RLIN) | 46185 |
| 245 10 - TITLE STATEMENT | |
| Title | Do they all perform alike? an examination of perceived performance, citizen satisfaction and trust with US federal agencies |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Name of publisher, distributor, etc. | Sage, |
| Date of publication, distribution, etc. | sept. 2011 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | What drives citizen satisfaction and trust with US federal government agencies? Are these determinants constant across agencies, or do they differ? In this article, we examine elements of citizen perceived performance as determinants of satisfaction and trust in federal agencies using a multi-year, cross-sectional, multi-agency sample of respondents. Focusing on six high-incidence federal agencies experienced by a large cross-section of American citizens, we observe differences in the determinants of satisfaction and trust, which include perceptions of the quality of the services experienced and the information provided, demographic factors, citizen expectations, and e-government adoption. We discuss these differences, with a particular focus on the implications of these findings for the practice of performance benchmarking. Given that one central objective of a variety of recent federal initiatives has been to better measure bureaucratic performance with the goal of improving the quality of services delivered to citizens through benchmarking, these findings highlight the complexity of government efforts to realize this goal. In conclusion, suggestions for improving cross-agency benchmarking are provided |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Serviço Público |
| 9 (RLIN) | 12780 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Satisfação do Cliente |
| 9 (RLIN) | 12074 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Avaliação de Desempenho |
| 9 (RLIN) | 12937 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Indicador de Desempenho |
| 9 (RLIN) | 14201 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Estados Unidos |
| 9 (RLIN) | 12942 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | PETRESCU, Claudia |
| 9 (RLIN) | 46186 |
| 773 08 - HOST ITEM ENTRY | |
| Title | International Review of Administrative Sciences |
| Related parts | 77, 3, p. 451-480 |
| Place, publisher, and date of publication | Sage, sept. 2011 |
| International Standard Serial Number | ISSN 00208523 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20120131 |
| Operator's initials, OID (RLIN) | 1243^b |
| Cataloger's initials, CIN (RLIN) | Geisneer |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20120313 |
| Operator's initials, OID (RLIN) | 0842^b |
| Cataloger's initials, CIN (RLIN) | Keicielle |
No items available.
