作者：Van Ryzin, Gregg G.; Charbonneau, Etienne
作者单位：Rutgers University System; Rutgers University New Brunswick; Rutgers University Newark
摘要：Citizen surveys often measure service use as well as perceived performance, typically in the form of quality or satisfaction ratings. But little attention has been paid to the relationship between public service use and satisfaction. How do the service ratings or satisfaction judgements of frequent users differ from those of infrequent users? Is the direction of the use-satisfaction relationship positive or negative? Or perhaps non-linear? And does the direction or form of the relationship dif...
