Explaining citizen (dis)satisfaction with public services

This chapter (preprint here) reviews current scholarship on satisfaction with public services and in particular the mechanisms and theories to explain such satisfaction. Differences between objective performance and subjective evaluations are discussed, as well as the impact of a halo effect in attitude formation and of direct user experience with service. Special attention goes to the expectancy disconfirmation model of satisfaction. The chapter does not only look at satisfaction as an attitude but also at voice and exit behaviours from which satisfaction or dissatisfaction can be inferred.

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