| 000 -LEADER |
|---|
| fixed length control field |
01862pab a2200169 454500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
180718b2010 xxu||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME |
|---|
| Personal name |
Howard, Cosmo |
| 245 ## - TITLE STATEMENT |
|---|
| Title |
Are we being served? a critical perspective on Canada's citizens first satisfaction surveys |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
|---|
| Date of publication, distribution, etc. |
2010 |
| 300 ## - PHYSICAL DESCRIPTION |
|---|
| Extent |
p.65-83. |
| 362 ## - DATES OF PUBLICATION AND/OR SEQUENTIAL DESIGNATION |
|---|
| Dates of publication and/or sequential designation |
Mar |
| 520 ## - SUMMARY, ETC. |
|---|
| Summary, etc. |
Background: citizen satisfaction surveys are used in many jurisdictions to measure attitudes towards public services and inform service delivery improvement strategies. Canada is regarded as a world leader in the field due to its internationally influential Citizens First surveys, Aim: This study aims to determine the soundness of the design, execution and reporting of Canada's Citizens First surveys. Method: it presents a critical methodological review drawing on several social scientific paradigms including survey research, interpretivism and post-structuralism. Results. The citizens first surveys contain significant problems in terms of sample representativeness, validity of causal claims and treatment of subjective opinions. these surveys can also be criticised for the influence they have had on the direction of public service reforms. Survey findings have been invoked to support the shift to private sector models of delivery and encourage a narrow and passive view of the role of the citizen in official decision-making. These developments conflict with other realities and values in contemporary administration and governance. Conclusion: Canada's citizen satisfaction surveys contain important methodological weaknesses which must be acknowledged and rectified if reformers wish to extend the scope and effectiveness of current service delivery innovations. - Reproduced. |
| 650 ## - SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name entry element |
Public administration |
| 773 ## - HOST ITEM ENTRY |
|---|
| Main entry heading |
International Review of Administrative Sciences |
| 908 ## - PUT COMMAND PARAMETER (RLIN) |
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| Put command parameter |
N |
| 909 ## - |
|---|
| -- |
86658 |
