TY - JOUR
T1 - New development
T2 - Reintroducing the zone of indifference: Disengaging the cogs of public service performance and citizen satisfaction
AU - Charbonneau, Étienne
AU - Kim, Younhee
AU - Henderson, Alexander C.
N1 - Copyright:
Copyright 2016 Elsevier B.V., All rights reserved.
PY - 2014/7
Y1 - 2014/7
N2 - Citizen satisfaction is critical to evaluating the quality of public services; however, the relationships between performance and individual satisfaction remain unproven. This article creates important linkages narrowing the gaps between objective measures of performance and subjective measures of satisfaction by reintroducing the concept of the zone of indifference. The zone of indifference acknowledges that not all variations in performance will register with citizens or have an immediate effect.
AB - Citizen satisfaction is critical to evaluating the quality of public services; however, the relationships between performance and individual satisfaction remain unproven. This article creates important linkages narrowing the gaps between objective measures of performance and subjective measures of satisfaction by reintroducing the concept of the zone of indifference. The zone of indifference acknowledges that not all variations in performance will register with citizens or have an immediate effect.
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U2 - 10.1080/09540962.2014.920205
DO - 10.1080/09540962.2014.920205
M3 - Article
AN - SCOPUS:84902816008
SN - 0954-0962
VL - 34
SP - 305
EP - 308
JO - Public Money and Management
JF - Public Money and Management
IS - 4
ER -