000			01693naa a2200289uu 4500
001			2013112493441
003			OSt
005			20240719063022.0
008			120131s2011 xx ||||gr |0|| 0 eng d
100	1		_aVÁSQUEZ, Willian F _946187
245	1	0	_aCan user perception influence the quality of water services? Evidence from León, Nicaragua
260			_bSage, _csept. 2011
520	3		_aThis article investigates the validity of citizen feedback to evaluate the quality of water services in León, Nicaragua. Using generalized ordered logit models, this study presents a comprehensive evaluation of user satisfaction from water service characteristics. Potential asymmetries in the response of user satisfaction to relative perception of service performance are also investigated. Findings indicate that citizen satisfaction is based on basic service characteristics rather than socio-demographics, and that relativity matters. Users tend to overemphasize their frustration if they perceive that they have lower quality of water services than their peers, and understate their satisfaction if they perceive that they have better services
650		4	_912780 _aServiço Público
650		4	_aPrestação de Serviços _914321
650		4	_aSatisfação do Cliente _912074
650		4	_aRetroalimentação _913588
650		4	_aNicarágua _914044
650		4	_912710 _aAmérica Latina
700	1		_aTRUDEAU, Jennifer _946188
700	1		_aFRANCESCHI, Dina _946189
773	0	8	_tInternational Review of Administrative Sciences _g77, 3, p. 481-504 _dSage, sept. 2011 _xISSN 00208523 _w
942			_cS
998			_a20120131 _b1249^b _cGeisneer
998			_a20120313 _b0918^b _cKeicielle
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c41497 _d41497
041			_aeng