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International Journal of Public Administration Volume 44, 2021 - Issue 8
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Original Articles

Does Citizens’ 311 System Use Improve Satisfaction with Public Service Encounters?—Lessons for Citizen Relationship Management

Wei-Ning WuInstitute of Public Affairs Management, National Sun Yat-sen University, Kaohsiung, TaiwanCorrespondence[email protected]
ORCID Iconhttps://orcid.org/0000-0002-7113-7923
ORCID Icon
Pages 665-673 | Published online: 07 Apr 2020

Citations (7)

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Read on this site (1)

Matthew M. Young. (2022) The impact of technological innovation on service delivery: social media and smartphone integration in a 311 system. Public Management Review 24:6, pages 926-950.
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Articles from other publishers (6)

Soojin Kim, Eunju Rho & Yu Xuan Joycelyn Teo. (2024) Citizen Satisfaction Research in Public Administration: A Systematic Literature Review and Future Research Agenda. The American Review of Public Administration.
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Vita Nurul Fathya, Viverita Viverita, Sri Rahayu Hijrah Hati & Rifelly Dewi Astuti. (2022) Customer satisfaction with electronic public services: An 18 years of systematic literature review. International Review on Public and Nonprofit Marketing 20:4, pages 759-812.
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Rafael Damián Villón-Prieto, Rosa María del Carmen Guerra-Fernández, Claudia Rosalía Villón-Prieto, Jannet Alicia Sialer-Alarcón, Ronald Martin Calderón-Cueva, Meregildo Silva-Ramírez & Mariella Verenisse Custodio-Cholan. (2023) Video Digitization of Processes for Modernization of Public Management to Users. VISUAL REVIEW. International Visual Culture Review / Revista Internacional de Cultura Visual 15:5, pages 295-303.
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Denis Alcides Rezende, Giovana Goretti Feijó De Almeida, Donald Francisco Quintana Sequeira, Jesse Geraldo Arriola Junior, Sergio Henrique Rodrigues Mota, Tatiana Souto Maior Oliveira, Nour Allah Al-lahham, José Paulo Gabbiatti Menegheti, Geane Derosso Chu & João Vitor Torquato. (2023) CIDADE DIGITAL ESTRATÉGICA, COVID-19 E DESAFIOS URBANO-REGIONAIS CONTEMPORÂNEOS. Revista Contemporânea 3:8, pages 13133-13167.
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Wei Chen, Yijun Shi, Liwen Fan, Lijun Huang & Jingyi Gao. (2021) Influencing Factors of Public Satisfaction with COVID-19 Prevention Services Based on Structural Equation Modeling (SEM): A Study of Nanjing, China. International Journal of Environmental Research and Public Health 18:24, pages 13281.
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Wei-Ning Wu. (2020) Determinants of citizen-generated data in a smart city: Analysis of 311 system user behavior. Sustainable Cities and Society 59, pages 102167.
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