El paradigma intencional en la evaluación ciudadana de la administración local. La utilidad frente al bienestar

• Autores: Enrique Carreras Romero, Benjamín González Rodríguez
• Localización: Revista internacional de sociología, ISSN 0034-9712, Vol. 71, Nº. 1, 2013, págs. 9-36
• Idioma: español
• DOI: 10.3989/ris.2011.07.08
• Enlaces
  • Texto completo  1    2  
• Dialnet Métricas: 2 Citas
• Referencias bibliográficas
  • Agencia de Evaluación y Calidad (AEVAL). 2009. Guía para la evaluación de la calidad de los servicios públicos. Madrid: Ministerio de la...
  • Aiken, L. 2002. Attitudes and Related Psychosocial Constructs: Theories, Assessment and Research. California: Sage.
  • Ajzen, I. 1991. “The theory of planned behavior.” Organizational Behavior and Human Decision Processes 50: 179-211.
  • Ajzen, I., y M. Fishbein. 1980. Understanding Attitudes and Predicting Social Behavior. Englewood Cliffs, NJ: Prentice-Hall.
  • Anderson J. C. y D. W. Gerbing. 1988. “Structural equation modelling in practice: a recommended twostep approach.” Psychological Bulletin...
  • Andrian, Ch. y J. Smith. 2006. Political Democracy, Trust, and Social Justice. Boston: Northeastern University Press.
  • Bagozzi, R.P. 1992. “The self-regulation of attitudes, intentions, and behavior.” Social Psychology Quarterly 55: 178-204.
  • Bagozzi, R. y Y. Yi. 1988. “On the evaluation of structural equation models.” Journal of the Academy of Marketing Science 16: 74-94.
  • Bitner, M. Jo y A. R. Hubbert. 1994. “Encounter Satisfaction versus Overall Satisfaction Versus Quality.” Pp. 72–84 en Roland T. Rust y Richard...
  • Bollen, K.A. 1989. Structural Equation Models with Latent Variables. New York: John Wiley.
  • Bouckaert, G. y S. Van de Walle. 2003. “Comparing measures of citizen trust and user satisfaction as indicators of ‘good governance’: difficulties...
  • Brown, T. 2007. “Coercion versus choice: citizen evaluations of public service quality across methods of consumption.” Public Administration...
  • Bruning, Ed. 2010. “A methodological assessment of ten years of Canada’s citizen’s first satisfaction survey research.” International Review...
  • Carmines E.G. y J.P. McIver. 1981. “Analyzing Models with Unobserved Variables” en G.W. Borhnstedt y Borgatta E.F (eds): Social Measurement:...
  • Carreras Romero, Enrique y Benjamín González Rodríguez 2012. “La evaluación ciudadana de la administración local: La escala multidimensional...
  • Cater, Barbara y Vesna Zabkar. 2008. “Antecedents and consequences of commitment in marketing research services: the client’s perspective.”...
  • Chang, Tung-Zong, y Albert R. Wildt. 1994. “Price, product information, and purchase intention: an empirical study.” Journal of the Academy...
  • Chen, Zhenming, Deguo Li y Jing Wang. 2010. “Citizen attitudes toward Local government public services: a comparative analysis between the...
  • Churchill, G. y C. Surprenant. 1982. “An investigation into determinants on consumer satisfaction” Journal of Marketing Research 29: 491-504.
  • Craig, Stephen C; Michael D Martinez; Jason Gainous; James G. Kane. 2006. “Winners, losers, and election context: voter responses to the 2000...
  • Cronin, J. Joseph Jr., Michael K. Brandy y G. Tomas M. Hult. 2000. “Assessing the effects of quality, value, and customer satisfaction on...
  • Dabholkar, Prathiba, C. David Shepherd, y Dayle I. Thorpe 2000), “A comprehensive framework for service quality: an investigation of critical...
  • Dalehite, Esteban G. 2008. “Determinants of performance measurement: an iInvestigation into the decision to conduct citizen surveys.” Public...
  • Fornell, Claes, Michael D. Johnson, Eugene W. Anderson, Jaesung Cha, y Barbara Everitt Bryant.1996. “The american customer satisfaction index:...
  • Garbarino, Ellen y Mark Johnson 1999. “The different roles of satisfaction, trust, and commitment in customer relationship”. Journal of Marketing...
  • Grewal, Dhruv, Kent B. Monroe y R. Krishnan. 1998. “The effects of price-comparison advertising on buyers’ perceptions if acquisition value,...
  • Hancock, G.R. 2006. “Power Analysis in Covariance Structure Modeling.” Pp. 69-115 en Gregory R. Hancock y Ralph O. Mueller (Eds): Structural...
  • Hancock, G.R. y F.R. Lawrence. 2006. “Using Latent Growth Models to Evaluate Longitudinal Change” en Gregory R. Hancock y Ralph O. Mueller...
  • Harris, L. C. and M. M.H. Goode. 2004. “The four levels of loyalty and the pivotal role of trust: a study of online service dynamics” Journal...
  • Herdan, B. 2006. The Customer Voice in Transformning Public Services: Independent Report from the Review of the Charter Mark Scheme and Measurement...
  • Hoogland DeHoog, R., D. Lowery y W.E. Lyons. 1990. “citizen satisfaction with local governance: a test of individual, jurisdictional, and...
  • Howard, C. 2010. “Are we being served? a critical perspective on Canada’s citizens first satisfaction surveys.” International Review of Administrative...
  • Hyde, A.C. 1991. “Feedback from customers, clients, and captives.” The Bureaucrat 20: 49-53.
  • Hu, L. y P.M. Bentler. 1999. “cuttof criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives.”...
  • James, O. 2009. “Evaluating the expectations disconfirmation and expectations anchoring approaches to citizen satisfaction with local public.”...
  • Johnson, M., A. Gustafsson, T. Wallin Andreassen, L. Lervik, J. Cha. 2001. “The evolution and future of national customer satisfaction index...
  • Kelly, J. M. 2005. “The dilemma of the unsatisfied customer in a market model of public administration” Public Administration Review 65: 76-84.
  • Kelly, J. M. y D. Swindell. 2002. “A multiple-indicator approach to municipal service evaluation: correcting performance measurement and citizen...
  • Kim, S. 2010. “Trust in governement in Japan and South Korea: does the rise of critical citizen matter?”. Public Administration Review. 70:...
  • King, Ch. Simrell y C. Stivers. 1998. Government is us: public administration in a anti-government era. Thousand Oaks, CA: Sage.
  • Kline, R. 1998. Principle and Practice of Structural Equation Modeling New York: Division of Guilford Publications.
  • Lyons, W., D. Lowerly y R. Hoogland DeHood. 1992. The Politics of Disatisfaction: Citizen, Services, and Urban Institutions. New York: M....
  • Mackinnon, D.P. 2008. Introduction to Statistical Mediation Analysis. Nueva York: Lawrence Erlbaum.
  • Mizrahi, Sh., Eran Vigoda-Gadot y Nissim Cohen. 2009. “Trust, participation, and performance in public administration”. Public Performance...
  • Mizrahi, Sh., Eran Vigoda-Gadot y Gregg Van Ryzin. 2010. “Public sector management, trust, performance, and participation: a citizen survey...
  • Mohr, L.A. y M. Jo Bitner. 1995. “The role of employee effort in satisfaction with service transactions.” Journal of Business Research, 32:...
  • Morgeson III, Forrest V., y S. Mithas. 2009. “Does e-government measure up to e-business? comparing end user perceptions of US Federal Government...
  • Ngobo, P. V. 2004. “Drivers of customers’ cross-buying intentions.” European Journal of Marketing 38: 1129-1157.
  • Noëlle-Neumann, Elisabeth. 1995. La espiral del silencio. Opinión pública: Nuestra piel social. Barce-Barcelona: Paidós.
  • Oliver R. 1997. Satisfaction: A Behavioral Perspective on the Consumer. New York: McGraw–Hill.
  • Roch, Christine H. y Theodore H. Poister. 2006. “Citizens, accountability, and service satisfaction: the influence of expectations.” Urban...
  • Ryan, M. J., Th. Buzas y V. Ramaswamy. 1995. “Making a CSM a power tool: composite indices boots the value of satisfaction measures for decision...
  • Saris, W.E.y A. Satorra. 1993. “Power evaluations in structural equation models.” pp. 181-204 en Kenneth A. Bollen y J. Scott Long (Eds) Testing...
  • Shingler, J., M. E. Van Loon, Th. R. Alter, y J. C. Bridger. 2008. “The importance of subjective data for public agency performance evaluation.”...
  • Sirdeshmukh, D., J. Singh, y B. Sabol 2002. “Consumer trust, value, and loyalty in relational exchanges.” Journal of Marketing 66: 15-37.
  • Smith, J.R., D. J. Terry, A. S.R. Manstead, W. R. Louis, D. Kotterman y J. Wolfs. 2008. “The attitude– behavior relationship in consumer conduct:...
  • Spreng, R. A, Scott B. MacKenzie, y R. W. Olshavsky. 1996. “A reexamination of the determinants of consumer satisfaction.” Journal of Marketing...
  • Stark, A. 2010. “The distintion between public, nonprofit and for-profit: revisiting the “core legal” approach.” Journal of Public Administration...
  • Thomas, C. 1998. “Maintaining and restoring public trust in government agencies and their employees.” Administration and Society 30: 166-193.
  • Tsé, D. y P. Wilton. 1988. “Models of consumer satisfaction formation: an extension.” Journal of Marketing Research 25: 204-212.
  • Van Ryzin, G. 2004a. “Expectations, performance, and citizen satisfaction with urban services.” Journal of Policy Analysis and Management...
  • Van Ryzin, G. 2004b. “The measurement of overall citizen satisfaction.” Public Performance and Management Review 27: 9-28.
  • Van Ryzin, G. 2006. “Testing the expectancy desconfirmation model of citizen satisfaction with local government.” Journal of Public Administration...
  • Van Ryzin, G. 2007. “Pieces of a puzzle: linking government, citizen satisfaction, and trust.” Public Performance and Management Review. 30:...
  • Van Ryzin, G., Muzzio, D. y S. Immerwahr. 2004. “Explaining the race gap in satisfaction with urban services.” Urban Affairs Review 39: 613-632.
  • Van Ryzin, G. G. y E. del Pino. 2009. “Cómo escuchar, cómo aprender y cómo responder: Las encuestas ciudadanas como una herramienta para la...
  • Vavra, T. 1997. Improving your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analysing, and Reporting Customer Satisfaction...
  • Woo, Ka-Shing, y Ch. T. Ennew. 2004. “Business-to-business relationship quality.” European Journal of Marketing 38: 1252-1271.
  • YI, J.1990. “A critical view of consumer satisfaction.” Rewiew of Marketing 4: 68-123.
  • Zeithaml, V. A. 1988. “Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence.” Journal of Marketing...
  • Zeithalm, V. et al. 1996. “The Behavioral Consequences of Service Quality.” Journal of Marketing 60: 31-46.