000			00962pab a2200157 454500
008			180718b2005 xxu||||| |||| 00| 0 eng d
100			_aKelly, Jenet M.
245			_aThe dilemma of the unsatisfied customer in a market model of public administration
260			_c2005
300			_ap.76-84.
362			_aJan-Feb
520			_aThe relationship between administrative service performance and citizen satisfaction has been assumed, but not demonstrated, in the application of market models to public service delivery. Although the citizen satisfaction literature cautions that the link between objective and subjective measurement of service quality is tenuous at best, public-sector professional organizations define a managerial focus on objective measures of service performance as accountability to citizens for outcomes. What if we are wrong? - Reproduced.
650			_aPublic administration
773			_aPublic Administration Review
909			_a65785
999			_c65785 _d65785