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  • Print publication year: 2017
  • Online publication date: July 2017

16 - Expectations of and Satisfaction with Public Services

from Part III - Substantive Contributions
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Grimmelikhuijsen, S. and Porumbescu, G. Revisiting the Expectancy Disconfirmation Model: Confirmation instead of Disconfirmation? Public Management Review (forthcoming).
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James, O. (2009). Evaluating the expectations disconfirmation and expectations anchoring approaches to citizen satisfaction with local public services. Journal of Public Administration Research and Theory, 19, 107–23.
James, O. (2011a). Managing citizens’ expectations of public service performance: evidence from observation and experimentation in local government. Public Administration, 89(4), 1419–35.
James, O. (2011b). Performance measures and democracy: information effects on citizens in field and laboratory experiments. Journal of Public Administration Research, 21(3), 399418.
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Morgeson, F. V. (2013). Expectations, disconfirmation, and citizen satisfaction with the US federal government: testing and expanding the model. Journal of Public Administration Research and Theory, 23(2), 289305.
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Van Ryzin, G. G. (2004). Expectations, performance, and citizen satisfaction with urban services. Journal of Policy Analysis and Management, 23(3), 433–48.
Van Ryzin, G. G. (2006). Testing the expectancy disconfirmation model of citizen satisfaction with local government. Journal of Public Administration Research and Theory, 16(4), 599611.
Van Ryzin, G. G. (2013). An experimental test of the expectancy-disconfirmation theory of citizen satisfaction. Journal of Policy Analysis and Management, 32(3), 597614.
Van Ryzin, G. G., Immerwahr, S., and Altman, S. (2008). Measuring street cleanliness: a comparison of New York City’s scorecard and results from a citizen survey. Public Administration Review, 68(2), 295303.
Van Ryzin, G. G., Muzzio, D., Immerwahr, S., Gulick, L., and Martinez, E. (2004). Drivers and consequences of citizen satisfaction: an application of the American Customer Satisfaction Index model to New York City. Public Administration Review, 64(3), 331–41.
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