Citizen/Client Surveys : Dispelling Myths an d Redrawing Map s

[1]  Thomas I. Miller,et al.  Citizen surveys : how to do them, how to use them, what they mean : a special report on designing, conducting, and understanding citizen surveys , 2000 .

[2]  D. Zussman Do citkens trust their governments , 1997 .

[3]  Peter Aucoin,et al.  The design of public organizations for the 21st century: why bureaucracy will survive in public management , 1997 .

[4]  J. Nye The Media and Declining Confidence in Government , 1997 .

[5]  C. Fornell,et al.  The American Customer Satisfaction Index: Nature, Purpose, and Findings , 1996 .

[6]  Hari Das,et al.  Assessing the “will of the people”: an investigation into town service delivery satisfaction , 1995 .

[7]  Gary T. Henry,et al.  Citizen Ratings of Public and Private Service Quality: A Comparative Perspective , 1994 .

[8]  S. Rosell Governing in an Information Society , 1992 .

[9]  Thomas I. Miller,et al.  Standards of Excellence: U. S. Residents' Evaluations of Local Government Services , 1991 .

[10]  C. Goodsell The case for bureaucracy : a public administration polemic , 1983 .

[11]  R. Durant,et al.  Citizen Evaluations and Urban Management: Service Delivery in an Era of Protest , 1980 .

[12]  M. Bazley How do we compare? , 1969, The New Zealand nursing journal. Kai tiaki.

[13]  T. Strickland,et al.  Client Satisfaction Surveying: A Manager's Guide , 1998 .

[14]  N. Nevitte The Decline of Deference: Canadian Value Change in Cross National Perspective , 1996 .

[15]  Henry Mintzberg,et al.  Managing government, governing management , 1996 .

[16]  Graham T Allison,et al.  Public and private management : are they fundamentally alike in all unimportant respects? , 1988 .

[17]  F. Lane Current Issues in Public Administration , 1978 .

[18]  K. Webb,et al.  Obtaining Citizen Feedback: The Application of Citizen Surveys to Local Governments. , 1973 .