Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City

Using data from two telephone surveys of New York City residents conducted during 2000 and 2001, this article employs the American Customer Satisfaction Index (ACSI) model to examine the drivers—and behavioral consequences—of overall satisfaction with local government services. While the ACSI model has been widely used to analyze customer satisfaction in the private sector and, more recently, in the federal government, it has not been tried in a local government context. Applying the ACSI model to New York City, we find the perceived quality of public schools and especially the police, as well as road conditions and subway service, are the most salient drivers of satisfaction, but the significance of each service varies across income, race, and geography. For all groups in the city, overall satisfaction drives both trust in local government officials and intentions to move out of the city. Advantages and limitations of using the ACSI model to assess the quality of local government services are discussed.     

The New Governance: Practices and Processes for Stakeholder and Citizen Participation in the Work of Government

Leaders in public affairs identify tools and instruments for the new governance through networks of public, private, and nonprofit organizations. We argue the new governance also involves people—the tool makers and tool users—and the processes through which they participate in the work of government. Practitioners are using new quasi-legislative and quasi-judicial governance processes, including deliberative democracy, e-democracy, public conversations, participatory budgeting, citizen juries, study circles, collaborative policy making, and alternative dispute resolution, to permit citizens and stakeholders to actively participate in the work of government. We assess the existing legal infrastructure authorizing public managers to use new governance processes and discuss a selection of quasi-legislative and quasi-judicial new governance processes in international, federal, state, and local public institutions. We conclude that public administration needs to address these processes in teaching and research to help the public sector develop and use informed best practices.     

The Use of Network Analysis to Strengthen Community Partnerships

Community partnerships or networks of collaborating public and nonprofit organizations are an important way of addressing a wide range of problems and needs that communities face. In the academic literature, network analysis has been used to analyze and understand the structure of the relationships that make up multiorganizational partnerships. But this tool is not well-known outside the small group of researchers who study networks, and it is seldom used as a method of assisting communities. This article briefly discusses network analysis and how community leaders can use the results generated by this tool to strengthen relationships among public and nonprofit organizations, thereby building the community's capacity to address critical needs in areas such as health, human services, social problems, and economic development.     

Parents,public policy,and youth smoking

This paper jointly examines the importance of parental influences, prices, and tobacco control policies on the smoking behavior of youths. Data are drawn from the Audits & Surveys (A&S) 1996 survey of high school students across the United States from “The Study of Smoking and Tobacco Use Among Young People” to examine the impact of parental influences on the probability of youth smoking in the context of both specific observable parenting behaviors and in terms of youths' perceptions of the importance of their parents' opinions. The key finding is that specific parental influences (such as communication/bonding (extent of discussions about daily issues between parent/adult and child), limit‐setting with regard to free time, home smoking rules, and parental smoking behavior) and the extent to which teenagers value their parents' opinions play a significant role in youth smoking decisions. Our results by age reveal that specific modifications related to improving communication channels and implementing home smoking rules and more general changes that improve the quality of the parent‐child relationship so teens place a higher value on their parents' opinions are likely to be particularly effective in the early teen years. © 2005 by the Association for Public Policy Analysis and Management.     

Expert Approaches to Communicating Violence Risk

There has been virtually no empirical study of the way in which evaluating clinicians communicate their conclusions about the risk of violence toward others. Risk communication has become particularly important in recent years, serving as the link between empirical data from recent studies and the understanding and use of such data by evaluators and decision makers. The present study considered how psychologists and psychiatrists, identified as experts in violence risk assessment, responded to eight vignettes that systematically measured preferences for risk communication. The vignettes involved the presentation of the following factors in a 2 × 2 × 2 within-subjects design, counterbalanced for order: (1) risk model (prediction vs. management), (2) risk level (high vs. low risk of the individual being assessed), and (3) risk factors (the predominance of static vs. dynamic risk factors). A total of 71 individuals (41 psychologists, 2 sociologists, and 28 psychiatrists) responded to a survey mailed to 100 individuals, for a response rate of 71%. Participants were asked to rate the value of six forms of risk communication for each of the eight vignettes. There were few significant differences between the ratings assigned by psychologists and those assigned by psychiatrists. The most highly valued form of risk communication involved identifying risk factors applicable to the individual and specifying interventions to reduce risk. A repeated-measures multivariate analysis of variance yielded a main effect for risk level and an interaction between risk level and risk factors. The implications of these findings for research and practice are discussed.     

THE SOCIAL CONSTRUCTION OF MEXICAN AND CUBAN IMMIGRANTS BY POLITICIANS

Schneider and Ingram (1993) propose that the amount and quality of service that target groups receive from their government is related to two factors: political power (strong or weak); and the target groups’ image in the public eye (positive or negative), also known as “social constructions.” This research examines political candidates’ social constructions of Mexican and Cuban immigrants in major newspapers. Using newspaper articles from Lexis/Nexus (an electronic newspaper database), we content analyzed 495 major US newspapers over a six‐year period. Our results indicate that Latin American immigration, particularly Mexican immigration, is championed as a political platform in ways consistent with Schneider and Ingram's model.     

Reducing Variability in Civil Jury Awards

The purpose of the present study was to test several procedures that could be adopted for reducing unwanted variability in civil damage awards. Four methods for providing guidance to jurors (and judges) about the distribution of awards in comparable cases were compared to each other, to a no-guidance control, and to the capping of awards at a specified maximum, which has been the most commonly legislated solution. The findings of this study suggest several alternative solutions that are better able than caps to solve the problem of unwanted variability in awards.