Citizen satisfaction and administrative performance measures - Is there really a link?

被引：70

作者：

Kelly, JM ^{[1
]}

机构：

[1] Univ Tennessee, Knoxville, TN 37996 USA

来源：

URBAN AFFAIRS REVIEW | 2003年 / 38卷 / 06期

关键词：

performance measures; citizen satisfaction; safety services;

D O I：

10.1177/1078087403038006005

中图分类号：

TU98 [区域规划、城乡规划];

学科分类号：

0814 ; 082803 ; 0833 ;

摘要：

The most recent reform in public service delivery is predicated on an assumption that the kinds of activities that managers can measure are the dimensions of service that citizens value. The link between administrative performance measures and citizen satisfaction with services has been tested within cities but not among cities, owing to data comparability difficulties. This test for a relationship between police and fire service performance and citizen satisfaction with police and fire services across 50 localities does not reveal the result predicted in the public management literature. Some implications and recommendations for future specifications of the relationship are offered in conclusion.

引用

页码：855 / 866

页数：12

共 30 条

[1]

[Anonymous], MUNICIPAL BENCHMARKS

[2]

Barzelay Michael., 1992, BREAKING BUREAUCRACY

[3] Performance measurement in US counties: Capacity for reform [J].

Berman, E ;

Wang, XH .

PUBLIC ADMINISTRATION REVIEW, 2000, 60 (05) :409-420

[4] SUBJECTIVE AND OBJECTIVE MEASURES OF POLICE SERVICE DELIVERY [J].

BROWN, K ;

COULTER, PB .

PUBLIC ADMINISTRATION REVIEW, 1983, 43 (01) :50-58

[5] URBAN-POLICY MAKING AND SUBJECTIVE SERVICE EVALUATIONS - ARE THEY COMPATIBLE [J].

BRUDNEY, JL ;

ENGLAND, RE .

PUBLIC ADMINISTRATION REVIEW, 1982, 42 (02) :127-135

[6]

COE CK, 2000, 2000 ANN C AM POL SC

[7]

Glaser M., 1994, STATE LOCAL GOVT REV, V26, P161

[8]

GLASER MA, 1994, PUBLIC PRODUCTIVITY, V17, P303

[9]

Hatry H.P., 1999, PERFORMANCE MEASUREM

[10]

Hood Christopher, 1998, The Art of the State: Culture, Rhetoric, and Public Management

← 1 2 3 →