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Palgrave Macmillan

Citizen Satisfaction

Improving Government Performance, Efficiency, and Citizen Trust

  • Book
  • © 2014

Overview

Authors:
  1. Forrest V. Morgeson
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Table of contents (8 chapters)

  1. Front Matter

    Pages i-xiv
    Download chapter PDF

  2. Introduction

    • Forrest V. Morgeson III
    Pages 1-14

  3. Government Performance Measurement Comes of Age

    • Forrest V. Morgeson III
    Pages 15-32

  4. The Purposes and Objectives of Citizen Satisfaction Measurement

    • Forrest V. Morgeson III
    Pages 33-48

  5. The Practice of Citizen Satisfaction Measurement: Unit of Analysis Selection, Questionnaire Design, and Data Collection

    • Forrest V. Morgeson III
    Pages 49-75

  6. The Practice of Citizen Satisfaction Measurement: Statistical Analysis and Modeling

    • Forrest V. Morgeson III
    Pages 77-100

  7. Using Citizen Satisfaction Results: A Multidimensional Priority Matrix Approach for Satisfaction Improvement

    • Forrest V. Morgeson III
    Pages 101-125

  8. Enduring Lessons in Citizen Satisfaction: Trends, Findings, and Public-Private Comparisons

    • Forrest V. Morgeson III
    Pages 127-153

  9. Governing in an Age of Scarcity: On the Role of Cross-National Citizen Satisfaction Measurement

    • Forrest V. Morgeson III
    Pages 155-172

  10. Back Matter

    Pages 173-217
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Keywords

About this book

Citizen Satisfaction investigates the topic of satisfaction with government services from a variety of perspectives, using case studies and empirical results from satisfaction studies at the federal level.

About the author

Director of Research, American Customer Satisfaction Index, USA

Bibliographic Information

  • Book Title: Citizen Satisfaction

  • Book Subtitle: Improving Government Performance, Efficiency, and Citizen Trust

  • Authors: Forrest V. Morgeson

  • DOI: https://doi.org/10.1057/9781137047137

  • Publisher: Palgrave Macmillan New York

  • eBook Packages: Palgrave Political Science Collection, Political Science and International Studies (R0)

  • Copyright Information: Palgrave Macmillan, a division of Nature America Inc. 2014

  • Hardcover ISBN: 978-0-230-34134-0Published: 21 May 2014

  • Softcover ISBN: 978-1-349-34415-4Published: 23 December 2015

  • eBook ISBN: 978-1-137-04713-7Published: 21 May 2014

  • Edition Number: 1

  • Number of Pages: XIV, 217

  • Topics: Political Sociology, Political Science, Public Policy

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