000			01742naa a2200205uu 4500
001			0120716335937
003			OSt
005			20190211173942.0
008			101207s2010 xx ||||gr |0|| 0 eng d
100	1		_aRYZIN, Gregg G van. _917700
245	1	0	_aPublic service use and perceived performance : _ban empirical note on he nature of the relationship
260			_aMalden : _bWiley-Blackwell, _cJune 2010
520	3		_aCitizen surveys often measure service use as well as perceived performance, typically in the form of quality or satisfaction ratings. But little attention has been paid to the relationship between public service use and satisfaction. How do the service ratings or satisfaction judgements of frequent users differ from those of infrequent users? Is the direction of the use-satisfaction relationship positive or negative? Or perhaps non-linear? And does the direction or form of the relationship differ across services?
520	3		_aUsing data from New York, we examine the relationship between use and perceived performance for five services: buses, subways, parks, public libraries, and roads. Interestingly, this relationship often appears curvilinear, with satisfaction initially rising with use, to a point after which it begins to diminish. We offer some substantive interpretations of this pattern, as well as some practical implications for the analysis and understanding of citizen surveys for policy and management purposes
700	1		_aCHARBONNEAU, Étienne _936037
773	0	8	_tPublic Administration: an international quarterly _g88, 2, p. 551-563 _dMalden : Wiley-Blackwell, June 2010 _xISSN 00333298 _w
942			_cS
998			_a20101207 _b1633^b _cDaiane
998			_a20101217 _b1129^b _cDaiane
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c37633 _d37633
041			_aeng