In Defense of Citizen Evaluations as Performance Measures
Author:
- 1 September 1986
- journal article
- Published by SAGE Publications in Urban Affairs Review
- Vol. 22 (1) , 66-83
Abstract
Urban scholars have engaged in a debate about whether citizen perceptions of service delivery are accurate and useful in assessing the performance of public agencies. This article examines this debate, presents a model of influences on citizen evaluations of service delivery, and analyzes the model using data on police response time gathered in Fort Worth, Texas.Keywords
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