000			01726naa a2200265uu 4500
001			6112914581323
003			OSt
005			20240719063016.0
008			061129s2006 xx ||||gr |0|| 0 eng d
100	1		_aKAMPEN, Jarl K _923762
245	1	0	_aAssessing the relation between satisfaction with public service delivery and trust in government : _bthe impact of the predisposition of citizens toward government on evalutions of its performance
260			_aArmonk, NY : _bM.E. Sharpe, _cJune 2006
520	3		_aWe study how satisfaction with service delivery affects trust in public agencies in an empirical setting. Our basic assumption is that the causal relation between satisfaction and trust cannot be fruitfully analyzed unless the measures are controlled for a common component, which we identify as the predisposition toward government. The empirical results suggest that the impact of a negative experience with a public agency is much more pronounced than the effect of a positive one. Decreasing the number of disappointed clients will, therefore, have a stronger effect on increasing trust in the public sector than increasing the number of (already) well-pleased clients: Trust comes on foot and goes away on horseback
650		4	_aSatisfação do Cliente _912074
650		4	_aPerformance _917342
650		4	_912780 _aServiço Público
650		4	_aPrestação de Serviços _914321
650		4	_aConfiança no Governo _928473
700	1		_aWALLE, Steven Van de _923761
700	1		_91346 _a Bouckaert, Geert
773	0	8	_tPublic Performance & Management Review _g29, 4, p. 387-404 _dArmonk, NY : M.E. Sharpe, June 2006 _xISSN 1530-9576 _w
942			_cS
998			_a20061129 _b1458^b _cCarolina
998			_a20130705 _b0956^b _ckarina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c20047 _d20047
041			_aeng