Service Quality, Administrative Process, and Citizens’ Evaluation of Local Government in the US

REFERENCES

• Agranoff, R. and McGuire, M. (2004) Collaborative Public Management: New Strategies for Local Governments, Washington, DC: Georgetown University Press.
   Google Scholar
• Baker, R., Blumberg, S. J., Brick, J. M., Couper, M. P., Courtright, M., Dennis, J. M. and Zahs, D. (2010) Research Synthesis AAPOR Report on Online Panels. Public Opinion Quarterly, 74:4 pp711–81.
   Web of Science ®Google Scholar
• Berman, E. M. (1997) Dealing with Cynical Citizens. Public Administration Review, 57:2 pp105–12.
   Web of Science ®Google Scholar
• Bouckaert, G. and Halligan, J. (2008) Managing Performance: International Comparisons (New Edition), London: Routledge.
   Google Scholar
• Bouckaert, G. and Van de Walle, S. (2003) Comparing Measures of Citizen Trust and User Satisfaction as Indicators of ‘Good Governance’: Difficulties in Linking Trust and Satisfaction Indicators. International Review of Administrative Sciences, 69:3 pp329–43.
   Web of Science ®Google Scholar
• Bouckaert, G., Van de Walle, S. and Kampen, J. K. (2005) Potential for Comparative Public Opinion Research in Public Administration. International Review of Administrative Sciences, 71:2 p229.
   Web of Science ®Google Scholar
• Bowman, A. O. and Kearney, R. C. (2010) State and Local Government (8th Edition), Boston, MA: Wadsworth Publishing.
   Google Scholar
• DeHoog, R. H., Lowery, D. and Lyons, W. E. (1990) Citizen Satisfaction with Local Governance: A Test of Individual, Jurisdictional, and City-Specific Explanations. Journal of Politics, 52:3 pp807–37.
   Web of Science ®Google Scholar
• Dollery, B. E., Garcea, J. and Lasage, E. C. Jr. eds. (2008) Local Government Reform: A Comparative Analysis of Advanced Anglo-American Countries, Cheltenham, UK: Edward Elgar Pub.
   Google Scholar
• Folwer, J. H., Loewen, P. J., Settle, J. and Dawes, C. T. (2011) ‘Genes, Games, and Political Participation’ in P. K. Hatemi and R. R. McDermott (eds) Man Is by Nature a Political Animal: Evolution, Biology, and Politics, Chicago, IL: University of Chicago Press.
   Google Scholar
• Folz, D. H. (1996) Survey Research for Public Administration, Thousand Oaks, CA: Sage Publications.
   Google Scholar
• Frederickson, H. G., Smith, K. B., Larimer, C. W. and Licari, M. J. (2011) The Public Administration Theory Primer (Second Edition), Boulder, CO: Westview Press.
   Google Scholar
• Goldsmith, S. and Kettl, D. F. eds. (2009) Unlocking the Power of Networks: Keys to High-Performance Government, Washington, DC: Brookings Institution Press.
   Google Scholar
• Hatry, H. P., Schaenman, P. S., Fisk, D. M., Hall, J. R. and Snyder, L. (2006) How Effective Are Your Community Services? Procedures for Performance Measurement (3rd Edition), Washington, DC: ICMA.
   Google Scholar
• Herian, M. N., Hamm, J. A., Tomkins, A. J. and Zillig, L. M. P. (2012) Public Participation, Procedural Fairness, and Evaluations of Local Governance: The Moderating Role of Uncertainty. Journal of Public Administration Research and Theory, 22:4 pp815–40.
   Web of Science ®Google Scholar
• Hibbing, J. R. and Theiss-Morse, E. (2002) Stealth Democracy: American’s Beliefs About How Government Should Work, Cambridge, UK: Cambridge University Press.
   Google Scholar
• Hirschman, A. O. (1970) Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States (1st Edition), Cambridge, MA: Harvard University Press.
   Google Scholar
• Holzer, M. and Kloby, K. (2005) Public Performance Measurement: An Assessment of the State-of-the-Art and Models for Citizen Participation. International Journal of Productivity and Performance Management, 54:7 pp517–32.
   Google Scholar
• ICMA. (2012). National Citizen Survey. Available at http://icma.org/en/results/home/surveying/national_citizen_survey (accessed 13 September 2013).
   Google Scholar
• Jost, J. T., Federico, C. M. and Napier, J. L. (2009) Political Ideology: Its Structure, Functions, and Elective Affinities. Annual Review of Psychology, 60:1 pp307–37.
   PubMed Web of Science ®Google Scholar
• Kettl, D. F. (2005) The Global Public Management Revolution (2nd Edition), Washington, DC: Brookings.
   Google Scholar
• Kim, Seok-Eun. (2005) The Role of Trust in the Modern Administrative State: An Integrative Model. Administration and Society, 37:5 pp611–35.
   Web of Science ®Google Scholar
• Krueger, F., McCabe, K., Moll, J., Kriegeskorte, N., Zahn, R., Strenziok, M., Heinecke, A. and Grafman, J. (2007) Neural Correlates of Trust. Proceedings of the National Academy of Sciences, 104:50 pp20084–9.
   PubMed Web of Science ®Google Scholar
• Lind, A. E. and Tyler, T. R. (1988) The Social Psychology of Procedural Justice, New York, NY: Plenum.
   Google Scholar
• Lynn, L. E. (2006) Public Management: Old and New, New York, NY: Routledge.
   Google Scholar
• Lyons, W. E., Lowery, D. and Dehoog, R. H. (1992) The Politics of Dissatisfaction Citizens, Services, and Urban Institutions, Armonk, NY: M E Sharpe Inc.
   Google Scholar
• Meek, J. W. and Thurmaier, K. eds. (2011) Networked Governance: The Future of Intergovernmental Management, Washington, DC: CQ Press.
   Google Scholar
• Miller, T. I., Miller, M. A., Kobayashi, M. M. and Hayden, S. E. (2008) Citizen Surveys for Local Government: A Comprehensive Guide to Making Them Matter, Washington, DC: ICMA.
   Google Scholar
• Moynihan, D. P. (2008) The Dynamics of Performance Management: Constructing Information and Reform, Washington, DC: Georgetown University Press.
   Google Scholar
• Pollitt, C. and Bouckaert, G. (2011) Public Management Reform: A Comparative Analysis – New Public Management, Governance, and the Neo-Weberian State (3rd Edition), New York, NY: Oxford University Press.
   Google Scholar
• Radin, B. (2006) Challenging the Performance Movement: Accountability, Complexity, and Democratic Values, Washington, DC: Georgetown University Press.
   Google Scholar
• Smith, K. B., Greenblatt, A. and Mariani, M. (2010) Governing States and Localities (3rd Edition), Washington, DC: CQ Press.
   Google Scholar
• Thomas, C. W. (1998) Maintaining and Restoring Public Trust in Government Agencies and Their Employees. Administration and Society, 30:2 pp166–93.
   Web of Science ®Google Scholar
• Tiebout, C. M. (1956) A Pure Theory of Local Expenditures. The Journal of Political Economy, 65:5 pp416–24.
   Web of Science ®Google Scholar
• Tyler, T. R. (2001) ‘The Psychology of Public Dissatisfaction with Government’ in J. R. Hibbing and T.-M. Elizabeth (eds) What Is It About Government That Americans Dislike? Cambridge, UK: Cambridge University Press, pp227–42.
   Google Scholar
• Tyler, T. R. (2006) Why People Obey the Law, Princeton, NJ: Princeton University Press.
   Google Scholar
• Tyler, T. R. (2010) Why People Cooperate: The Role of Social Motivations, Princeton, NJ: Princeton University Press. 
   Google Scholar
• Van de Walle, S. (2006) The State of the World’s Bureaucracies. Journal of Comparative Policy Analysis: Research and Practice, 8:4 pp437–48.
   Google Scholar
• Van de Walle, S. and Bouckaert, G. (2003) Public Service Performance and Trust in Government: The Problem of Causality. International Journal of Public Administration, 26:8 pp891–913.
   Google Scholar
• Van Ryzin, G. G. (2007) Pieces of a Puzzle: Linking Government Performance, Citizen Satisfaction, and Trust. Public Performance & Management Review, 30:4 pp521–35.
   Google Scholar
• Van Ryzin, G. G. (2011) Outcomes, Process, and Trust of Civil Servants. Journal of Public Administration Research and Theory, 21:4 pp745–60.
   Web of Science ®Google Scholar
• Van Ryzin, G. G. and Immerwahr, S. (2004) Derived Importance-Performance Analysis of Citizen Survey Data. Public Performance & Management Review, 27:4 pp144–73.
   Google Scholar
• Van Ryzin, G. G. and Immerwahr, S. (2007) Importance-Performance Analysis of Citizen Satisfaction Surveys. Public Administration, 85:1 pp215–26.
   Web of Science ®Google Scholar
• Van Ryzin, G. G., Muzzio, D. and Immerwahr, S. (2004) Explaining the Race Gap in Satisfaction with Urban Services. Urban Affairs Review, 39:5 pp613–32.
   Web of Science ®Google Scholar
• Vigoda-Gadot, E. (2007) Citizens’ Perceptions of Politics and Ethics in Public Administration: A Five-Year National Study of Their Relationship to Satisfaction with Services, Trust in Governance, and Voice Orientations. Journal of Public Administration Research and Theory, 17:2 pp285–305.
   Web of Science ®Google Scholar
• Vigoda-Gadot, E. and Mizrahi, S. (2007) Public Sector Management and the Democratic Ethos: A 5-Year Study of Key Relationships in Israel. Journal of Public Administration Research and Theory, 18:1 pp79–107.
   Web of Science ®Google Scholar
• Wang, X. and Wan Wart, M. (2007) When Public Participation in Administration Leads to Trust: An Empirical Assessment of Managers’ Perceptions. Public Administration Review, 67:2 pp265–78.
   Web of Science ®Google Scholar
• Webb, K. and Hatry, H. P. (1973) Obtaining Citizen Feedback: The Application of Citizen Surveys to Local Governments, Washington, DC: Urban Institute.
   Google Scholar
• Yang, K. and Holzer, M. (2006) The Performance Trust Link: Implications for Performance Measurement. Public Administration Review, 66:1 pp114–26.
   Web of Science ®Google Scholar