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

Étienne Charbonneau, Younhee Kim, Alexander C. Henderson

Research output: Contribution to journalArticle

Abstract

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.

Original languageEnglish (US)
Pages (from-to)305-308
Number of pages4
JournalPublic Money and Management
Volume34
Issue number4
DOIs
StatePublished - Jan 1 2014

All Science Journal Classification (ASJC) codes

  • Business, Management and Accounting(all)
  • Sociology and Political Science
  • Public Administration

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