New development: Reintroducing the zone of indifference: disengaging the cogs of public service performance and citizen satisfaction

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 s...

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Bibliographic Details
Published in:Public money & management 2014-07, Vol.34 (4), p.305-308
Main Authors: Charbonneau, Étienne, Kim, Younhee, Henderson, Alexander C.
Format: Article
Language:English
Subjects:
Citizen satisfaction
Citizens
Political behavior
Public administration
Public management
Public services
Satisfaction
satisfaction survey
Studies
zone of indifference
zone of tolerance
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Summary: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.
ISSN:0954-0962
1467-9302
DOI:10.1080/09540962.2014.920205