DRIVERS AND CONSEQUENCES OF CITIZEN SATISFACTION: AN APPLICATION OF THE AMERICAN CUSTOMER SATISFACTION INDEX MODEL TO NEW YORK CITY.

VAN RYZIN, GREGG G; MUZZIO, DOUGLAS; IMMERWAHR, STEPHEN; GULICK, LISA; MARTINEZ, EVE.

PUBLIC ADMINISTRATION REVIEW, n.º 3/2004, pág. 331 a 340

1. BACKGROUND. 2. RESULTS. 3. DISCUSSION.