000 02106naa a2200253uu 4500
001 2013112435441
003 OSt
005 20190211180233.0
008 120131s2011 xx ||||gr |0|| 0 eng d
100 1 _aMORGESON III, Forrest V
_946185
245 1 0 _aDo they all perform alike? an examination of perceived performance, citizen satisfaction and trust with US federal agencies
260 _bSage,
_csept. 2011
520 3 _aWhat 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 _aServiço Público
_912780
650 4 _aSatisfação do Cliente
_912074
650 4 _aAvaliação de Desempenho
_912937
650 4 _aIndicador de Desempenho
_914201
650 4 _aEstados Unidos
_912942
700 1 _aPETRESCU, Claudia
_946186
773 0 8 _tInternational Review of Administrative Sciences
_g77, 3, p. 451-480
_dSage, sept. 2011
_xISSN 00208523
_w
942 _cS
998 _a20120131
_b1243^b
_cGeisneer
998 _a20120313
_b0842^b
_cKeicielle
999 _aConvertido do Formato PHL
_bPHL2MARC21 1.1
_c41496
_d41496
041 _aeng