IDEAS home Printed from https://ideas.repec.org/a/taf/pubmmg/v34y2014i4p305-308.html
   My bibliography  Save this article

New development: Reintroducing the zone of indifference: disengaging the cogs of public service performance and citizen satisfaction

Author

Listed:
  • Étienne Charbonneau
  • Younhee Kim
  • Alexander C. Henderson

Abstract

Citizen satisfaction is critical to evaluating the quality of public services; however, the relationships between performance and individual satisfaction remain unproven. This article creates important linkages narrowing the gaps between objective measures of performance and subjective measures of satisfaction by reintroducing the concept of the zone of indifference. The zone of indifference acknowledges that not all variations in performance will register with citizens or have an immediate effect.

Suggested Citation

  • Étienne Charbonneau & Younhee Kim & Alexander C. Henderson, 2014. "New development: Reintroducing the zone of indifference: disengaging the cogs of public service performance and citizen satisfaction," Public Money & Management, Taylor & Francis Journals, vol. 34(4), pages 305-308, July.
    • Handle: RePEc:taf:pubmmg:v:34:y:2014:i:4:p:305-308
    DOI: 10.1080/09540962.2014.920205
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/09540962.2014.920205
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/09540962.2014.920205?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Gregg G. Van Ryzin, 2004. "Expectations, performance, and citizen satisfaction with urban services," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 23(3), pages 433-448.
    2. Gregg G. Van Ryzin, 2013. "An Experimental Test of the Expectancy‐Disconfirmation Theory of Citizen Satisfaction," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 32(3), pages 597-614, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Xinghua Zhao & Zongfeng Sun, 2020. "The Effect of Satisfaction with Environmental Performance on Subjective Well-Being in China: GDP as a Moderating Factor," Sustainability, MDPI, vol. 12(5), pages 1-12, February.
    2. Zongfeng Sun & Jintao Li, 2019. "Citizens’ Satisfaction with Air Quality and Key Factors in China—Using the Anchoring Vignettes Method," Sustainability, MDPI, vol. 11(8), pages 1-19, April.
    3. Yu-Chuan Chen & Yung-Ho Chiu & Tzu-Han Chang & Tai-Yu Lin, 2023. "Sustainable Development, Government Efficiency, and People’s Happiness," Journal of Happiness Studies, Springer, vol. 24(4), pages 1549-1578, April.
    4. Carolyn‐Dung Thi Thanh Tran & Brian Dollery, 2021. "All in the Mind: Citizen Satisfaction and Financial Performance in the Victorian Local Government System," Australian Accounting Review, CPA Australia, vol. 31(1), pages 51-64, March.
    5. Pedersen, Line Bjørnskov & Andersen, Merethe Kirstine Kousgaard & Jensen, Ulrich Thy & Waldorff, Frans Boch & Jacobsen, Christian Bøtcher, 2018. "Can external interventions crowd in intrinsic motivation? A cluster randomised field experiment on mandatory accreditation of general practice in Denmark," Social Science & Medicine, Elsevier, vol. 211(C), pages 224-233.
    6. Pedersen, Line Bjørnskov & Allen, Thomas & Waldorff, Frans Boch & Andersen, Merethe Kirstine Kousgaard, 2020. "Does accreditation affect the job satisfaction of general practitioners? A combined panel data survey and cluster randomised field experiment," Health Policy, Elsevier, vol. 124(8), pages 849-855.
    7. Leonel Cerno & César Pérez López & Eduardo Sanz Arcega, 2017. "Determinantes de la satisfacción de los españoles con las prestaciones y servicios públicos: un enfoque de sociología tributaria con microdatos," Hacienda Pública Española / Review of Public Economics, IEF, vol. 220(1), pages 57-87, March.
    8. Olya, Hossein G.T. & Altinay, Levent, 2016. "Asymmetric modeling of intention to purchase tourism weather insurance and loyalty," Journal of Business Research, Elsevier, vol. 69(8), pages 2791-2800.
    9. Kendall D. Funk & Erica Owen, 2020. "Consequences of an Anti‐Corruption Experiment for Local Government Performance in Brazil," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 39(2), pages 444-468, March.
    10. Sue Ling Lai & Hiep-Hung Pham & Hong-Kong To Nguyen & The-Cuong Nguyen & Anh-Vinh Le, 2019. "Toward Sustainable Overseas Mobility of Vietnamese Students: Understanding Determinants of Attitudinal and Behavioral Loyalty in Students of Higher Education," Sustainability, MDPI, vol. 11(2), pages 1-17, January.
    11. James Gerard Caillier, 2020. "Bureaucratic Bashing and Praising: What Effect Does it Have on the Performance Citizens Assign Agencies?," Public Organization Review, Springer, vol. 20(4), pages 685-701, December.
    12. Zongfeng Sun & Jintao Li, 2020. "The Effects of Performance of Public Sector Health System on Quality of Life in China: Evidence from the CGSS2015," IJERPH, MDPI, vol. 17(8), pages 1-16, April.
    13. Abebaw, Degnet & Tadesse, Fanaye & Mogues, Tewodaj, 2010. "Access to improved water source and satisfaction with services: Evidence from rural Ethiopia," IFPRI discussion papers 1044, International Food Policy Research Institute (IFPRI).
    14. Carvalho, Cláudia & Brito, Carlos, 2009. "Innovative Public Service Delivery: How to assess the new relationship between public agencies and society?," Working Papers 8/2009, Universidade Portucalense, Centro de Investigação em Gestão e Economia (CIGE).
    15. Anaza, Nwamaka A. & Luis Saavedra, José & Hair, Joe F. & Bagherzadeh, Ramin & Rawal, Monika & Nedu Osakwe, Christian, 2021. "Customer-brand disidentification: Conceptualization, scale development and validation," Journal of Business Research, Elsevier, vol. 133(C), pages 116-131.
    16. Songyee Hur & Sejin Ha, 2023. "Would luxury brands benefit from empowering consumers in product decision-making?," Journal of Brand Management, Palgrave Macmillan, vol. 30(6), pages 516-534, November.
    17. Xian Ji & Long Shao & Yu Du, 2020. "Collaborating with Local Communities to Identify Improvement Priorities for Historic Urban Landscape Based on Residents’ Satisfaction: An Application of Asymmetric Impact-Performance Analysis in Dando," Sustainability, MDPI, vol. 12(4), pages 1-16, February.
    18. Dasgupta, Basab & Narayan, Ambar & Skoufias, Emmanuel, 2009. "Measuring the quality of education and health services : the use of perception data from Indonesia," Policy Research Working Paper Series 5033, The World Bank.
    19. Yasutoshi Moteki, 2023. "Customer Satisfaction with Branch Office Services in Higashihiroshima, Hiroshima Prefecture," Public Organization Review, Springer, vol. 23(2), pages 805-823, June.
    20. Gerrit Antonides & Lies Hovestadt, 2021. "Product Attributes, Evaluability, and Consumer Satisfaction," Sustainability, MDPI, vol. 13(22), pages 1-20, November.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:pubmmg:v:34:y:2014:i:4:p:305-308. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/RPMM20 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.