A dynamic study of citizen satisfaction: replicating and extending Van Ryzin’s “testing the expectancy disconfirmation model of citizen satisfaction with local government”
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DOI: 10.1080/14719037.2024.2304130
Abstract: ABSTRACT We consider how current and past views of a service provider jointly shape satisfaction levels. In Study 1, we replicate a prior study of expectancy-disconfirmation by Van Ryzin, and in Study 2 we extend… read more here.
Keywords: satisfaction; van ryzin; expectancy disconfirmation; citizen satisfaction ... See more keywords