The next generation of citizen satisfaction research: theoretical and methodological advancements

Nicolai PETROVSKY; Richard M. WALKER; Miyeon SONG; Nathan FAVERO

doi:10.1080/14719037.2026.2673118

The next generation of citizen satisfaction research: theoretical and methodological advancements

Nicolai PETROVSKY^*
, Richard M. WALKER
, Miyeon SONG
, Nathan FAVERO

^*Corresponding author for this work

Department of Government and International Affairs

Research output: Journal Publications › Editorial/Preface (Journal)

Abstract

This special issue of Public Management Review seeks to stimulate researchers working on citizen satisfaction with ideas and examples for improving on the currently dominant theory, the expectancy-disconfirmation model (EDM), as well as broadening the range of research designs used. We begin by identifying key areas where citizen satisfaction research is somewhat ‘stuck’. We then draw out key contributions by the articles in this special issue that provide a way forward. Finally, we offer specific suggestions for the next generation of citizen satisfaction research.

Original language	English
Number of pages	10
Journal	Public Management Review
DOIs	https://doi.org/10.1080/14719037.2026.2673118
Publication status	E-pub ahead of print - 21 May 2026

Bibliographical note

We are most grateful to the participants in our special issue workshop, the peer reviewers, PMR’s editors and editorial board, and of course to the authors who contributed their work.

Keywords

Citizen satisfaction
expectancy-disconfirmation model
expectations
behavioural public administration

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10.1080/14719037.2026.2673118

Cite this

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title = "The next generation of citizen satisfaction research: theoretical and methodological advancements",

abstract = "This special issue of Public Management Review seeks to stimulate researchers working on citizen satisfaction with ideas and examples for improving on the currently dominant theory, the expectancy-disconfirmation model (EDM), as well as broadening the range of research designs used. We begin by identifying key areas where citizen satisfaction research is somewhat {\textquoteleft}stuck{\textquoteright}. We then draw out key contributions by the articles in this special issue that provide a way forward. Finally, we offer specific suggestions for the next generation of citizen satisfaction research.",

keywords = "Citizen satisfaction, expectancy-disconfirmation model, expectations, behavioural public administration",

author = "Nicolai PETROVSKY and WALKER, \{Richard M.\} and Miyeon SONG and Nathan FAVERO",

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AU - WALKER, Richard M.

AU - SONG, Miyeon

AU - FAVERO, Nathan

N1 - We are most grateful to the participants in our special issue workshop, the peer reviewers, PMR’s editors and editorial board, and of course to the authors who contributed their work.

PY - 2026/5/21

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N2 - This special issue of Public Management Review seeks to stimulate researchers working on citizen satisfaction with ideas and examples for improving on the currently dominant theory, the expectancy-disconfirmation model (EDM), as well as broadening the range of research designs used. We begin by identifying key areas where citizen satisfaction research is somewhat ‘stuck’. We then draw out key contributions by the articles in this special issue that provide a way forward. Finally, we offer specific suggestions for the next generation of citizen satisfaction research.

AB - This special issue of Public Management Review seeks to stimulate researchers working on citizen satisfaction with ideas and examples for improving on the currently dominant theory, the expectancy-disconfirmation model (EDM), as well as broadening the range of research designs used. We begin by identifying key areas where citizen satisfaction research is somewhat ‘stuck’. We then draw out key contributions by the articles in this special issue that provide a way forward. Finally, we offer specific suggestions for the next generation of citizen satisfaction research.

KW - Citizen satisfaction

KW - expectancy-disconfirmation model

KW - expectations

KW - behavioural public administration

UR - https://www.scopus.com/pages/publications/105039838975

U2 - 10.1080/14719037.2026.2673118

DO - 10.1080/14719037.2026.2673118

M3 - Editorial/Preface (Journal)

SN - 1471-9037

JO - Public Management Review

JF - Public Management Review

ER -

The next generation of citizen satisfaction research: theoretical and methodological advancements

Abstract

Bibliographical note

Keywords

Access to Document

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