Abstract
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.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 305-308 |
| Number of pages | 4 |
| Journal | Public Money and Management |
| Volume | 34 |
| Issue number | 4 |
| DOIs | |
| State | Published - Jul 2014 |
All Science Journal Classification (ASJC) codes
- General Business, Management and Accounting
- Sociology and Political Science
- Public Administration
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