00363pab a2200121 454500008004000000100002400040245007600064260000900140300001400149362001100163650002100174773004600195180718b2004   xxu||||| |||| 00| 0 eng d  aRyzin, Gregg G. Van  aExpectations, performance, and citizen satisfaction with urban services  c2004  ap.433-48.  aSummer  aPublic utilities  aJournal of Policy Analysis and Management