The dilemma of the unsatisfied customer in a market model of public administration

• 成果类型: Article
• 署名作者: Kelly, JM
• 署名单位: University System of Ohio; Cleveland State University
• 刊物名称: PUBLIC ADMINISTRATION REVIEW
• ISSN/ISSBN: 0033-3352
• DOI: 10.1111/j.1540-6210.2005.00432.x
• 发表日期: 2005
• 页码: 76-84
• 关键词: urban service distributions; citizen satisfaction; GOVERNMENT; POLICY; coproduction; leadership; attitudes

摘要

The relationship between administrative service performance and citizen satisfaction has been assumed, but not demonstrated, in the application of market models to public service delivery. Although the citizen satisfaction literature cautions that the link between objective and subjective measures of service quality is tenuous at best, public-sector professional organizations define a managerial focus on objective measures of service performance as accountability to citizens for outcomes. What if we're wrong?