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Recent research on citizen satisfaction with government services has examined the expectancy-disconfirmation model (EDM), a model suggesting that satisfaction judgments are formed through a cognitive process relating prior expectations to perceived performance and the confirmation or disconfirmation of expectations relative to performance. The results of these studies have been promising and largely supportive of the application of this model to the domain of government services, helping to clarify the processes by which citizens form satisfaction judgments about these services. Thus far, however, the model has only been tested in its most basic form and only applying survey data of citizens experiencing urban, local, or state government services. In this article, we expand on the extant research in two ways. First, we test the EDM in relation to US federal government services and compare our results to the findings of earlier studies focused on local government services. Second, we expand the model by including some antecedents we hypothesize will influence citizens' expectations of their experiences at the federal level of government, including the respondent's political ideology, party identification, and overall trust in the federal government. Our results suggest that the EDM functions well in regard to federal government services, confirming and building upon the findings of earlier studies of this model vis-a-vis local government services. Furthermore, analysis of the expanded EDM finds a significant relationship between party ID, ideology, trust and expectations, suggesting a new direction for future research using this model. Adapted from the source document.

Résumé Qu'est-ce qui suscite la satisfaction et la confiance des citoyens à l'égard des agences gouvernementales fédérales américaines ? Ces déterminants sont-ils les mêmes pour toutes les agences, ou varient-ils ? Dans le présent article, nous examinons les éléments de l'efficacité perçue par les citoyens en tant que déterminants de la satisfaction et de la confiance à l'égard des agences fédérales au moyen d'un échantillon transversal de répondants portant sur plusieurs années et plusieurs agences. Nous nous sommes intéressés à six agences fédérales influentes en contact avec une vaste section transversale de citoyens américains pour observer les différences dans les déterminants de la satisfaction et de la confiance, qui comprennent la perception de la qualité des services et des informations fournies, des facteurs démographiques, les attentes des citoyens et l'adoption du gouvernement électronique. Nous allons examiner ces différences, et plus particulièrement les implications de nos observations pour la pratique de l'analyse comparative des performances. Étant donné que l'un des principaux objectifs d'une série d'initiatives fédérales récentes consistait à mieux mesurer l'efficacité des bureaucrates dans le but d'améliorer la qualité des services offerts aux citoyens sur la base d'analyses comparatives, ces observations font ressortir la complexité des initiatives du gouvernement pour atteindre cet objectif. Nous proposons, en guise de conclusion, des idées pour améliorer les analyses comparatives à l'échelle des différentes agences. Remarques à l'intention des praticiens La principale observation mentionnée dans cet article pour les praticiens de l'administration et de la gestion publiques concerne la difficulté liée à l'identification des partenaires de comparaison et, dès lors, à la comparaison de l'efficacité de différentes agences dans le but d'épingler les bonnes pratiques nécessaires pour améliorer leur travail. Ces difficultés viennent de la nature variable de ce qui détermine la satisfaction des citoyens à l'égard de différentes agences, aux missions et aux objectifs variables. Nous allons analyser une autre stratégie permettant d'identifier les partenaires de comparaison sur la base des similarités dans les déterminants de la satisfaction (ou de ce que nous appelons « la sélection des partenaires de comparaison par les déterminants »).

This paper examines the federal government's success in implementing and providing high‐quality service through e‐government, something that has received very little attention. We define quality from the perspective of the end users of federal agency Web sites, as measured through customer survey data. Using data from the American Customer Satisfaction Index, we compare the performance of federal agency Web sites across a range of relevant variables with a private sector equivalent, e‐business Web sites. Our findings suggest that federal e‐government Web sites are not yet, in the aggregate, providing the same level of quality as their e‐business counterparts. We also find significant variability among federal agencies. We discuss the implications of these findings for e‐government performance measurement, performance benchmarking, and the market‐centered theories of administrative reform that are driving e‐government and similar transformations of government practice.

The generally accepted view among managers and researchers is that the greater the severity of a service failure, the greater the resulting impact on customer satisfaction and business outcomes, such as lost customers and revenue. The research used to defend this viewpoint, however, does not typically address the severity of service failures, like those that result in injury or death (i.e., product-harm crises). This research addresses this issue by examining both minor incidents (i.e., failures that do not result in physical harm) and major incidents (i.e., failures that result in injury or death) in the U.S. airline industry, and the corresponding impact on the customer satisfaction and market share of the firms affected. Our results indicate that minor incidents are more strongly (negatively) related to future market share than are major incidents. Moreover, our findings indicate that only minor incidents are significantly linked to customer satisfaction. We argue that these findings occur for two reasons: First, most customers believe major incidents to be low probability events that are less salient when compared to more probable failures. Second, consumers impacted by major incidents most likely defect and are therefore not captured in future customer satisfaction surveys. Consequently, managers can delude themselves that things have "returned to normal" after a major incident when relying on customer satisfaction scores alone.

This paper highlights the importance of innovation in driving economic growth, noting that traditional measures of innovation have focused mainly on manufacturing-related metrics like patents and R&D activities. It addresses the need for new measures that better reflect innovation in service-dominant economies. Specifically, the study highlights nation-level measures of customer perceived firm innovativeness and examines their relationship with firm financial performance. Using data from the American Innovation Index covering 123 publicly traded firms across 20 industries over 5 years (2018–2022), the research finds that customers' perceptions of a firm's innovativeness are significant predictors of future abnormal stock returns. Additionally, it reveals a positive relationship between changes in customer satisfaction levels, as measured by the American Customer Satisfaction Index, and abnormal stock returns. Together, these findings point to the importance of customer perceptions on firm performance.