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The Dilemma of the Unsatisfied Customer in a Market Model of Public Administration
Author(s) -
Kelly Janet M.
Publication year - 2005
Publication title -
public administration review
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 2.721
H-Index - 139
eISSN - 1540-6210
pISSN - 0033-3352
DOI - 10.1111/j.1540-6210.2005.00432.x
Subject(s) - dilemma , accountability , business , public service , service (business) , customer satisfaction , service delivery framework , public sector , marketing , service quality , public relations , quality (philosophy) , public administration , political science , law , philosophy , epistemology
The relationship between administrative service performance and citizen satisfaction has been assumed, but not demonstrated, in the application of market models to public service delivery. Although the citizen satisfaction literature cautions that the link between objective and subjective measures of service quality is tenuous at best, public‐sector professional organizations define a managerial focus on objective measures of service performance as accountability to citizens for outcomes. What if we're wrong?