4Theodore H. Poister, Gregory Streib."Performance Measurement in Municipal Govemment:Assessing the State of the Practice" [J]. Public Administration Review,1999, Jul/Aug.
8Lyle Wray,Jody Hauer."Performance Measurement To Achieve Quality of Life:Adding Value Through Citizens" [J].Publie Management. 1997,Aug.
9Claes Fornell,Michael D.Johnson,Eugene W. Anderson, Jaesung Cha, & Barbara Everitt Bryant."The American Customer Satisfaction Index:Nature, Purpose,and Findings"[J].Journal of Marketing,1996, 60, Oct.
10Janet M Kelly, David Swindell. "AMultiple-Indicator Approach to Municipal Service Evaluation: Correlating Performance Measurement and Citizen Satisfaction across Jurisdictions"[J].Public Administration Review,2002,Sep/Oct.
