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003 | OSt | ||
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008 | 120131s2011 xx ||||gr |0|| 0 eng d | ||
100 | 1 |
_aMORGESON III, Forrest V _946185 |
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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 |
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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 |
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650 | 4 |
_aSatisfação do Cliente _912074 |
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650 | 4 |
_aAvaliação de Desempenho _912937 |
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650 | 4 |
_aIndicador de Desempenho _914201 |
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650 | 4 |
_aEstados Unidos _912942 |
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700 | 1 |
_aPETRESCU, Claudia _946186 |
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773 | 0 | 8 |
_tInternational Review of Administrative Sciences _g77, 3, p. 451-480 _dSage, sept. 2011 _xISSN 00208523 _w |
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_a20120131 _b1243^b _cGeisneer |
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_a20120313 _b0842^b _cKeicielle |
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_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c41496 _d41496 |
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041 | _aeng |