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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