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作者 Morgeson, Forrest
書名 Citizen satisfaction [electronic resource] : improving government performance, efficiency, and citizen trust / Forrest Morgeson
出版項 Basingstoke : Palgrave Macmillan : [distributor] Not Avail, 2014
國際標準書號 1137047135 (electronic bk.) : £62.50
9781137047137 (electronic bk.) : £62.50
book jacket
版本 1st ed
說明 232 p. : 18 b&w, 22 graphs, halftones
02 100.00 USD 00 Local taxes may apply Z 100.00 0.0 100.00 0.00 US xxu Ingram Book Company onix-pt
02 62.50 GBP 00 S 52.08 20.0 62.50 10.42 GB xxk Palgrave Macmillan onix-pt
20140521 IP 20140620 GB xxk Palgrave Macmillan UK-WkNB
20141010 US xxu Ingram UK-WkNB
附註 Electronic book text
Epublication based on: 9780230341340
Introduction 1. Government Performance Measurement Comes of Age 2. The Purposes and Objectives of Citizen Satisfaction Measurement 3. The Practice of Citizen Satisfaction Measurement: Unit of Analysis Selection, Questionnaire Design, and Data Collection 4. The Practice of Citizen Satisfaction Measurement: Statistical Analysis and Satisfaction Modeling 5. Using Citizen Satisfaction Results: A Multi-Dimensional Priority Matrix Approach for Satisfaction Improvement 6. Enduring Lessons in Citizen Satisfaction: Trends, Findings, and Public-Private Comparisons 7. Governing in an Age of Scarcity: On the Role of Cross-National Citizen Satisfaction Measurement
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. As tension between Americans and their government grows to unprecedented levels, Citizen Satisfaction provides a timely investigation into the topic of satisfaction with government services from a variety of perspectives. Morgeson covers growing interest in performance measurement among governments, citizen satisfaction theory and the practice of measurement, and how satisfaction data can be used to drive improvements inside government agencies that lead to more contentment with the government. Using case studies and empirical results from satisfaction studies at the federal level of government in the United States, Citizen Satisfaction is a comprehensive look at the all-important relationship between citizens and government
Forrest V. Morgeson III is Director of Research at the American Customer Satisfaction Index (ACSI) in Ann Arbor, Michigan, USA. He received his doctorate in Political Science from the University of Pittsburgh, USA. His research has been published in the leading journals in both public administration and marketing, including Public Administration Review, Journal of Public Administration Research and Theory, International Review of Administrative Sciences, Electronic Government, Journal of Marketing, Marketing Science, Journal of the Academy of Marketing Science, and the International Journal of Research in Marketing, among others
主題 Administrative agencies -- Management -- United States
Executive departments -- Management -- United States
Government productivity -- United States
Internet in public administration -- United States
Performance -- Measurement
Public administration -- Management -- United States
Public administration -- Public opinion -- United States
Political science & theory -- USA. bicssc
Politics and Government. ukslc
Public opinion & polls -- USA. bicssc
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