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| 001 | 7100816481210 | ||
| 003 | OSt | ||
| 005 | 20190211163208.0 | ||
| 008 | 071008s2007 xx ||||gr |0|| 0 eng d | ||
| 100 | 1 |
_aBROWN, Trevor _931129 |
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| 245 | 1 | 0 |
_aCoercion versus choice : _bcitizen evaluations of public service quality across methods of consumption |
| 260 |
_aMalden, MA : _bBlackwell Publishers, _cMay / June 2007 |
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| 520 | 3 | _aTreating 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 citizensÂ’ predispositions to rate services high or low based on whether they consume the service by choice or coercion | |
| 590 | _aPublic administration review PAR | ||
| 773 | 0 | 8 |
_tPublic Administration Review: PAR _g67, 3, p. 559-572 _dMalden, MA : Blackwell Publishers, May / June 2007 _xISSN 00333352 _w |
| 942 | _cS | ||
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_a20071008 _b1648^b _cTiago |
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_a20090608 _b1720^b _cmayze |
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| 999 |
_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c24729 _d24729 |
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| 041 | _aeng | ||