Expectations,performance, and citizen satisfaction with urban services

The expectancy disconfirmation model has dominated private‐sector research on customer satisfaction for several decades, yet it has not been applied to citizen satisfaction with urban services. The model views satisfaction judgments as determined—not just by product or service performance—but by a process in which consumers compare performance with their prior expectations. Using data from a New York City citizen survey, this study finds that citizen expectations, and especially the disconfirmation of expectations—factors that previously have not been considered in empirical studies of the determinants of citizen satisfaction—play a fundamental role in the formation of satisfaction judgments regarding the quality of urban services. Interestingly, the modeling results suggest that urban managers should seek to promote not only high‐quality services, but also high expectations among citizens. Additional implications for research and public management practice are discussed. © 2004 by the Association for Public Policy Analysis and Management.     

An Approach to Measuring the Affordability of State Debt

Affordability is one important and widely accepted element of state and local debt policy. However, there is no well-established measure of affordability and no clear standard for making normative judgments about what amount of debt is affordable for a specific jurisdiction. This article suggests a six-step method for measuring affordability of state debt that provides a useful guideline for determining when a state may be entering a "danger zone" by having debt that exceeds norms of affordability.     

Does inequality cause inflation?: The political economy of inflation,taxation and government debt

Public Choice - A democratic society in which the distribution of wealth is unequal elects political parties that are likely to represent the interests of poor people. It is in the interests of the...     

Citizens' Blame of Politicians for Public Service Failure: Experimental Evidence about Blame Reduction through Delegation and Contracting

Theories of blame suggest that contracting out public service delivery reduces citizens’ blame of politicians for service failure. The authors use an online experiment with 1,000 citizen participants to estimate the effects of information cues summarizing service delivery arrangements on citizens’ blame of English local government politicians for poor street maintenance. Participants were randomized to one of four cues: no information about service delivery arrangements, politicians’ involvement in managing delivery, delegation to a unit inside government managing delivery, and delegation through a contract with a private firm managing delivery. The politicians managing delivery cue raises blame compared to citizens having no information. However, the contract with a private firm cue does not reduce blame compared to either no information or the politicians managing delivery cue. Instead, the delegation to a unit inside government cue reduces blame compared to politicians managing delivery, suggesting that delegation to public managers, not contracting, reduces blame in this context.     

Do Mothers and Teens Disagree About Sexual Communication? A Methodological Reappraisal

This study investigated whether parent–teen disagreement in reports of sexual discussions is due to methodological factors. Forty-four mothers and their 12- to 15-year-old daughters (n = 18) and sons (n = 26) completed parallel questionnaires including measures of communication about 18 different sexual topics during the teen's entire life and during the past year. Analyses examined whether congruence rates were influenced by the use of global as compared to specific items, assessment of conversations during the teen's entire life as compared to the past year, and use of forced-choice as opposed to continuous-response categories. Taken as a whole, results support the notion that methodological limitations are partly responsible for lack of congruence in parent–teen reports. Suggestions for methodological improvements in future research are discussed.     

Quangos—What's in a Name? Defining Quangos from a Comparative Perspective

Without definitional clarity the "quango debate" is inherently flawed and meaningful progress undermined. A possible solution to this problem is proposed in this article by way of a subsectional map which aims to clarify the quango topography. This accepts the diversity inherent in the quango debate while allowing for increased clarity and focused research. This, the authors believe, is the only way forward for practitioners, academics and policymakers working within the sphere of quasi-government. There is a need to address precise forms or subsections of the quango continuum as studies or reforms which focus on one type of quango would not necessarily work if applied to all quangos, or quangos in other countries.