In Defense of Citizen Evaluations as Performance Measures
Urban Affairs QuarterlyPublished 1 September 1986
Stephen L. Percy
Citations83
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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
Social SciencesEngineering
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