The next generation of citizen satisfaction research
Theoretical and methodological advancements
Bibliographic Data
| ID | 19477679 |
|---|---|
| Authors | Nicolai Petrovsky (0000-0001-5134-8718, City University of Hong Kong, Hong Kong SAR, corresponding author), Richard M Walker (0000-0003-1503-1814, Lingnan University,Hong Kong SAR), Miyeon Song (0000-0002-2875-9786, Chung-Ang University, Seoul, Republic of Korea), Nathan Favero (0000-0002-8816-088X, American University, Washington, DC, USA) |
| Year | 2026 |
| Pages | 1-10 |
| Publication date | 2026-05-21 |
| Open Access | No |
| Type | ARTICLE |
| Venue | Public Management Review (JOURNAL) |
| Journal identifiers | ISSN: 1471-9037 • E-ISSN: 1471-9045 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/14719037.2026.2673118 |
| OpenAlex | W7162030568 |
| Language | EN |
| References cited | 23 |
This special issue of Public Management Review seeks to stimulate researchers working on citizen satisfaction with ideas and examples for improving on the currently dominant theory, the expectancy-disconfirmation model (EDM), as well as broadening the range of research designs used. We begin by identifying key areas where citizen satisfaction research is somewhat ‘stuck’. We then draw out key contributions by the articles in this special issue that provide a way forward. Finally, we offer specific suggestions for the next generation of citizen satisfaction research
Public policy · Community Health and Development · Psychological Well-being and Life Satisfaction · Public Policy and Administration Research
Bringing “Behavioral” Fully into Behavioral Public Administration
Transparency and citizen satisfaction
Citizen expectations, agency reputation and public service quality
Bureaucratic encounter, voice behaviour and citizen satisfaction
Performance information, expectations and satisfaction with public service delivery in the context of co-production initiatives
Welfare state evaluations, normative expectations, and political trust
Performance rankings reduce cognitive processing of underlying performance information
Microbrook, Mesobrook, Macrobrook
Public Administration Beyond Public Administration Journals
Citizen Satisfaction Research in Public Administration
Experimental evidence on the determinants of citizens' expectations toward public services
Emotional Responses to Bureaucratic Red Tape
The uninformed budge yet the misinformed buck
A dynamic study of citizen satisfaction
The Effect of Performance Failures on User Satisfaction
The Expectancy‐Disconfirmation Model and Citizen Satisfaction with Public Services
Everything Is Relative
The formality effect
| Highly cited | No |
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