References
- 2020 Public Services Trust . 2010 . What do people want, need and expect from public services? , London : IpsosMori .
- Anderson , R. 1973 . Consumer dissatisfaction . Journal of marketing research , 10 : 38 – 44 .
- Appleby , J. and Alvarez-Rosete , A. 2003 . “ The national health service keeping up with public expectations? ” . In British social attitudes the twentieth report: continuity and change over two decades , Edited by: Park , A. , Curtice , J. , Thompson , K. , Jarvis , L. and Bromley , C. London : Sage, 29–44 .
- Benhabib , S. 1996 . Democracy and difference: contesting the boundaries of the political , Chichester : Princeton University Press .
- Bohman , J. 1998 . The coming age of deliberative democracy . The journal of political philosophy , 6 ( 4 ) : 400 – 425 .
- Bohman , J. and Rehg , H. 1997 . Deliberative democracy: essays on reason and politics , London : MIT Press .
- Brown , S. and Swartz , T. 1989 . A gap analysis of professional service quality . Journal of marketing , 53 : 92 – 98 .
- Cameron , D. 2010 . We must tackle Britain's massive deficit and growing debt, 7 June [online]. Available from: http://www.conservatives.com/News/Speeches/2010/06/David_Cameron_We_must_tackle_Britains_massive_deficit_and_growing_debt.aspx
- Carter , A. and Stokes , G. 2002 . Democratic theory today , Padstow : Polity Press .
- Cooke , M. 2000 . Five arguments for deliberative democracy . Political studies , 48 ( 5 ) : 947 – 969 .
- Crick , B. 1962 . In defence of politics , London : Continuum .
- Crouch , C. 2000 . Coping with post-democracy , London : Fabian Society .
- DiGaetano , A. and Lawless , P. 1999 . Urban governance and industrial decline . Urban affairs review , 34 ( 4 ) : 546 – 577 .
- Dorcey , A. , Doney , L. and Rueggeberg , H. 1994 . Public involvement in government decision-making: choosing the right model Victoria Round Table on the Environment and the Economy
- Downs , A. 1957 . An economic theory of democracy , New York : Harper Collins .
- Dryzek , J. 1992 . Ecology and discursive democracy . Capitalism, nature, socialism , 3 ( 2 ) : 18 – 42 .
- Elster , J. 1998 . Deliberative democracy , Cambridge : Cambridge University Press .
- Elstub , S. 2010 . The third generation of deliberative democracy . Political studies review , 8 : 291 – 307 .
- Fishkin , J. 2009 . When the people speak: deliberative democracy and public consultation , Oxford : Oxford University Press .
- Flinders , M. and Curry , D. 2008 . Deliberative democracy, elite politics and electoral reform . Policy studies , 29 ( 4 ) : 371 – 392 .
- Fung , A. 2003 . Associations and democracy: between theories, hopes, and realities . Annual review of sociology , 29 : 515 – 539 .
- Goodin , R.E. 2008 . Innovating democracy , Oxford : Oxford University Press .
- Gutmann , A. and Thompson , D. 2004 . Why deliberative democracy? , Princeton, NJ : Princeton University Press .
- Hay , C. 2007 . Why we hate politics , Cambridge : Polity Press .
- Hirschman , A. 1970 . Exit, voice, and loyalty: responses to decline in firms, organizations, and states , London : Harvard University Press .
- Jackson , L. 2001 . Contemporary public involvement: toward a strategic approach . Local environment , 6 ( 2 ) : 135 – 147 .
- James , O. 2009 . Evaluating the expectations disconfirmation and expectations anchoring approaches to citizen satisfaction with local public services . Journal of public administration research and theory , 19 ( 1 ) : 107 – 123 .
- Judge , D. 1999 . Representation: theory and practice in Britain , London : Routledge .
- Keane , J. 2009 . The life and death of democracy , London : Schuster .
- Ladhari , R. 2009 . A review of twenty years of SERVQUAL research . International journal of quality and service sciences , 1 ( 2 ) : 172 – 198 .
- Lijphart , A. 2008 . Thinking about democracy , London : Routledge .
- Manski , C. 2004 . Measuring expectations . Econometrica , 72 ( 5 ) : 1329 – 1376 .
- Marsh , A.D. and Gibb , K. 2009 . The state, the market and social policy , London : Sage .
- Mason , K. and Bequette , J. 1998 . Product experience and consumer product attribute inference accuracy . Journal of consumer marketing , 15 ( 4 ) : 343 – 357 .
- McHugh , D. 2006 . Wanting to be heard but not wanting to act? Addressing political engagement . Parliamentary affairs , 59 ( 3 ) : 546 – 552 .
- McLaverty , P. 2009 . Is deliberative democracy the answer to representative democracy's problems? . Representation , 45 ( 4 ) : 379 – 389 .
- Meadowcroft , J. 2001 . Community politics, representation and the limits of deliberative democracy . Local government studies , 27 ( 3 ) : 25 – 42 .
- Mullins , C. 2010 . A view from the foothills: the diaries of Chris Mullins , London : Profile Books .
- OPSR/MORI . 2002 . Public service reform: measuring and understanding customer satisfaction a Mori review for the Office of Public Service Reform , London : The Prime Minister's Office of Public Service Reform .
- Perri 6 , C. , Fletcher-Morgan , K. and Leyland . 2010 . Making people more responsible: the Blair governments’ programme for changing citizens’ behaviour . Political studies , 58 ( 3 ) : 427 – 449 .
- Pharr , S. and Putnam , R. 2000 . Disaffected democracies , Princeton, NJ : Princeton University Press .
- Pratchett , L. 1999 . New fashions in public participation: towards greater democracy? . Parliamentary affairs , 54 ( 4 ) : 616 – 633 .
- Prime Minister's Strategy Unit . 2004 . Personal responsibility and changing behaviour , London : Cabinet Office .
- Rawnsley , A. 2001 . Servants of the people: the inside story of New Labour , London : Penguin .
- Roch , C.H. and Poister , T.H. 2006 . Citizens, accountability, and service satisfaction . Urban affairs review , 41 : 292 – 308 .
- Ryfe , D.M. 2002 . The practice of deliberative democracy: a study of 16 deliberative organizations . Political communication , 19 ( 3 ) : 365
- Sartori , G. 1970 . Concept misformation in comparative politics . American political science review , 64 ( 4 ) : 1033 – 1053 .
- Sheffield Liberal Democrats . 2008 . Making the positive choice for a better Sheffield: Sheffield Liberal Democrat 2008 election manifesto [online] Available from: http://sheffieldlibdems.org.uk/resources/sites/82.165.40.25-42bea9001ad682.73557739/Manifesto+2008.pdf.
- Sheffield Telegraph . 2010 . Verdict on a year of change, 15 June [online]. Available from: http://www.sheffieldtelegraph.co.uk/lifestyle/culture_2_5660/verdict_on_a_year_of_change_1_453588
- Smith , G. and Wales , C. 2000 . Citizens’ juries and deliberative democracy . Political studies , 48 ( 1 ) : 51 – 65 .
- Stewart , J. , Kendall , E. and Coote , A. 1994 . Citizens’ juries , London : IPPR .
- Stockton , G. Stigma: addressing negative associations in product design . Paper given at international conference on engineering and product design education, 10–11 September [online] . Available from: http://repository.uwic.ac.uk/dspace/bitstream/10369/881/1/GStockton_Stigma.pdf
- Stoker , G. 2004 . New localism, progressive politics and democracy . Political quarterly , 75 : 117 – 129 .
- The Hansard Society . 2010 . An audit of political engagement [online]. Available from: http://www.hansardsociety.org.uk/blogs/parliament_and_government/pages/Audit-of-Political-Engagement.aspx
- The Work Foundation . 2008 . World-class public services: engaging citizens & staff , London : The Work Foundation .
- Unlock Democracy-Charter 88 . 2007 . Taking the initiative – the case for citizen-led decision making , London : CGI Europe .
- Warren , M. and Pearse , H. 2008 . Designing deliberative democracy: the British Columbia citizens’ assembly , Cambridge : Cambridge University Press .
- Westbrook , R.A. and Reilly , M.D. 1983 . Value-percept disparity: an alternative to the disconfirmation of the expectations theory of consumer satisfaction . Advances in consumer research , 10 : 256 – 261 .
- Wright , T. 2009 . Doing politics differently . Political quarterly , 80 ( 3 ) : 319 – 328 .
- Young , I.M. 1996 . “ Communication and the other: beyond deliberative democracy ” . In Democracy and difference: contesting the boundaries of the political , Edited by: Benhabib , S. Chichester : Princeton University Press, 120–136 .
- Young , I.M. 2000 . Inclusion and democracy , Oxford : Oxford University Press .
- Zeithaml , V. , Parasuraman , A. and Berry , L. 1986 . Servqual, a multiple-item scale for measuring customer perceptions of service quality , Cambridge : Marketing Science Institute . Issues 86–108 of Research Program Working Article
- Zeithaml , V. , Parasuraman , A. and Berry , L. 1988 . ‘SERVQUAL: a multiple item scale for measuring consumer perceptions of service quality . Journal of retailing , 64 : 12 – 40 .
- Zeithaml , V. , Parasuraman , A. and Berry , L. 1994 . Alternative scales for measuring service quality . Journal of retailing , 70 ( 3 ) : 201 – 230 .