Download Forrest Morgeson Publications Citizen Satisfaction: Improving

Forrest Morgeson Publications
Citizen Satisfaction: Improving Government Performance, Efficiency, and Citizen Trust(Link)
Palgrave Macmillan
2014
As tension between Americans and their government grows to unprecedented levels, Citizen
Satisfaction provides a timely investigation into the topic of satisfaction with government services
from a variety of perspectives. Morgeson covers growing interest in performance measurement among
governments, citizen satisfaction theory and the practice of measurement, and how satisfaction data
can be used to drive improvements inside government agencies that lead to more contentment with the
government. Using case studies and empirical results from satisfaction studies at the federal level of
government in the United States, Citizen Satisfaction is a comprehensive look at the all-important
relationship between citizens and government.
Service Failure Severity, Customer Satisfaction, and Market Share: An Examination of the
Airline Industry(Link)
Journal of Service Research
2014
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.
Authors: Forrest Morgeson, Timothy Keiningham, Luke Williams, Lerzan Aksoy
Expectations, Disconfirmation, and Citizen Satisfaction with the US Federal Government:
Testing and Expanding the Model(Link)
Journal of Public Administration Research and Theory
2013
Misplaced Trust? Exploring the Structure of the E-Government-Citizen Trust
Relationship(Link)
Journal of Public Administration Research & Theory
2011
Authors: Forrest Morgeson, David VanAmburg, Sunil Mithas
Do They All Perform Alike? An Examination of Perceived Performance, Citizen Satisfaction and
Trust with U.S. Federal Agencies(Link)
International Review of Administrative Sciences
2011
Authors: Forrest Morgeson, Claudia Petrescu
Comparing Determinants of Website Satisfaction and Loyalty across the e-Government and eBusiness Domains(Link)
Electronic Government: An International Journal
2011
Does E-Government Measure up to E-Business? Comparing End-User Perceptions of U.S.
Federal Government and E-Business Websites(Link)
Public Administration Review
2009
E-Government Performance Measurement: A Citizen-Centric Approach in Theory and
Practice(Link)
IGI Global
2011
An Investigation of the Cross-National Determinants of Customer Satisfaction(Link)
Journal of the Academy of Marketing Science
2011
Authors: Forrest Morgeson, Sunil Mithas, Tim Keiningham, Lerzan Aksoy
Customer Satisfaction and Stock Prices: High Returns, Low Risk(Link)
Journal of Marketing
2006
Authors: Forrest Morgeson, Claes Fornell, Sunil Mithas, M.S. Krishnan
The Economic and Statistical Significance of Stock Returns on Customer Satisfaction(Link)
Marketing Science
2009
Authors: Forrest Morgeson, Claes Fornell, Sunil Mithas
The Statistical Significance of Portfolio Returns(Link)
International Journal of Research in Marketing
2009
Authors: Forrest Morgeson, Sunil Mithas, Claes Fornell
Cross-National Differences in Consumer Satisfaction: Mobile Services in Emerging and
Developed Markets(Link)
Journal of International Marketing
March 2015
As firms seek revenue growth through expansion into international markets, research on the potentially
differential nature of consumer perceptions across national markets has become very important. We
advance the customer satisfaction literature by comparing customer perceptions in the wireless
services industry across the national markets of Barbados, Singapore, Turkey, the United Kingdom,
and the United States. This five-country context provides a unique opportunity for understanding how
customers differ across markets, as the data include consumers in very different national markets (e.g.,
small-large, developing-developed, culturally heterogeneous), but analyze perceptions regarding a
ubiquitous and increasingly commoditized service (wireless services). Focusing on emerging vs.
developed market comparisons, the findings provide important insights into unique differences in
customer perceptions, including the greater importance of quality relative to value in influencing
satisfaction in developed markets and the lesser importance of satisfaction in influencing customer
loyalty in emerging markets.
Authors: Forrest Morgeson, Pratyush Nidhi Sharma, Tomas Hult