Government agencies can provide various benchmarks when reporting their performance to citizens, but not much is known about how citizens understand and respond to benchmarking information. Thus, this study aims to test what performance benchmarks appear most salient and persuasive to citizens....

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...

This paper investigates the effect of urban public housing on the social capital and labor force activity of its tenants using cross-sectional survey data from the Multi-City Study of Urban Inequality (MSCUI). A structural equation model of the hypothesized direct and indirect effects of public...

Is there evidence for the emergence of 'two-track' public services, where the wealthiest, best-informed and most assertive customers get the best quality service? In this paper, we use public opinion data of citizen complaint behaviour from 2000 and 2004 towards services of general interest in...