This chapter addresses the quality of survey research in management accounting.
Specifically, we use a framework containing the five key elements of a well-designed survey …

We review ninety-two studies of public service performance, and analyse in detail those that
model the impact of management on both administrative and survey measures of …

The expectancy‐disconfirmation model has become the predominant approach in
explaining citizen satisfaction with public services. It posits that citizens compare the …

Coproduction is a process through which inputs from individuals who are not “in” the same
organization are transformed into goods and services. Two cases are presented—one from …

In the United States, the exercise of police authority—and the public's trust that police
authority is used properly—is a recurring concern. Contemporary prescriptions for police …

In recent years, concerns over the effectiveness of public administration have encouraged
the widespread measurement and management of 'performance'. But is performance …

Concerns for restoring citizens' trust in government are at the core of public sector
modernization. Public distrust is often blamed on the bad functioning of public services, and …

Die Kapitel sind ausschließlich von Doktoranden verfasst, die selbst in empirische Projekte
eingebunden sind. Sie berichten über die Erkenntnisse, die sie in ihrer …

We test three different conceptual models—“experience with police,”“quality of life,” and
“neighborhood context”—for directional accuracy and ability to explain satisfaction with the …

The expectancy disconfirmation model has dominated private‐sector research on customer
satisfaction for several decades, yet it has not been applied to citizen satisfaction with urban …