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New development: Reintroducing the zone of indifference: disengaging the cogs of public service performance and citizen satisfaction

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  • Étienne Charbonneau
  • Younhee Kim
  • Alexander C. Henderson

Abstract

Citizen satisfaction is critical to evaluating the quality of public services; however, the relationships between performance and individual satisfaction remain unproven. This article creates important linkages narrowing the gaps between objective measures of performance and subjective measures of satisfaction by reintroducing the concept of the zone of indifference. The zone of indifference acknowledges that not all variations in performance will register with citizens or have an immediate effect.

Suggested Citation

  • Étienne Charbonneau & Younhee Kim & Alexander C. Henderson, 2014. "New development: Reintroducing the zone of indifference: disengaging the cogs of public service performance and citizen satisfaction," Public Money & Management, Taylor & Francis Journals, vol. 34(4), pages 305-308, July.
    • Handle: RePEc:taf:pubmmg:v:34:y:2014:i:4:p:305-308
    DOI: 10.1080/09540962.2014.920205
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    References listed on IDEAS

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    1. Gregg G. Van Ryzin, 2004. "Expectations, performance, and citizen satisfaction with urban services," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 23(3), pages 433-448.
    2. Gregg G. Van Ryzin, 2013. "An Experimental Test of the Expectancy‐Disconfirmation Theory of Citizen Satisfaction," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 32(3), pages 597-614, June.
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