Citizen Evaluations and Urban Management: Service Delivery in an Era of Protest
研究构建了公民评价与回应过程模型，通过调查一个州内随机样本对市政服务的满意度，探讨公民评价在服务提供中的位置，对公共服务管理者有实际意义。
Ats urban analysis has focused on local services as a significant governmental function, increasing attention has been directed to citizen evaluations of these services. Such a focus can be justified in terms of democratic theory, which considers citizen evaluations of government important in and of themselves. It also makes sense in utilitarian terms, in which citizen evaluations provide responsible public officials with important cues about public perceptions of performance of local agencies.' The role of citizen evaluations of local government services has been topic of a significantly growing body of literature.' Indeed, such evaluations are increasingly incorporated into empirical work in this area of urban government.3 While some have recently questioned their practical utility to decision makers, relative position of citizen evaluations in service delivery constellation remains an open and important question.4 The significance of citizen evaluations in resolving the central issue of urban politics, delivery of essential municipal services, has yet to be determined.5 This study offers a model of citizen evaluation and response process, and, hence, provides a preliminary mapping of service delivery constellation and position within it of citizen evaluations. The model is tested by surveying a random sample of urban citizens within a single state as to their satisfaction and desire for more influence across a spectrum of essential municipal services. The practical implications of this study for those responsible for provision of essential services are then delineated.