The Effect of Performance Failures on User Satisfaction: Evidence From a Natural Experiment
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DOI: 10.1111/puar.70059
Abstract: Despite long‐standing interest in satisfaction with public services and organizations, our knowledge of how responsive user satisfaction is to real‐world performance fluctuations remains limited. Existing cross‐sectional studies may suffer from selection bias, while survey experiments… read more here.
Keywords: satisfaction; user satisfaction; performance failures; effect performance ... See more keywords