The Citizen Satisfaction Index (CSI): Evidence for a Four Basic Factor Model in a German Sample
TL;DR: In this paper, the authors proposed a citizen satisfaction index (CSI) that combines 18 different scales with items derived from qualitative research and then reduces those items to a set of 21 questions.
About: This article is published in Cities.The article was published on 2013-04-01 and is currently open access. It has received 132 citations till now. The article focuses on the topics: Confirmatory factor analysis.
Citations
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TL;DR: In this article, the authors argue that place brands (in general and communicated place brands in particular) are by definition very complex, due to their different target groups, diverse place offerings and various associations place customers could have.
Abstract: Purpose
City branding has gained popularity as governance strategy. However, the academic underpinning is still poor, and city branding needs a more critical conceptualization, as well as more complex management systems. This paper challenges the use of a “one size fits all” city brand, which is still common practice in many places. The paper proposes that city branding involves much more complexity than is commonly thought and outlines a strategy that enables urban policy-makers, marketing researchers and (place) marketers alike to better deal with city branding.
Design/methodology/approach
The authors integrate insights from literature on place branding, brand architecture and customer-focused marketing.
Findings
The article argues that place brands (in general and communicated place brands in particular) are by definition very complex, due to their different target groups, diverse place offerings and various associations place customers could have. Thus, an advanced brand management including target group-specific sub-brands is needed.
Practical implications
The model will be helpful for place brand managers dealing with a diverse target audience, and is likely to improve the target group-specific communication.
Originality/value
The paper provides an insight into the complexity of city brands and acknowledges that the perception of city brands can differ considerably among different target groups. Additionally, it offers a more comprehensive definition of place brands. This will be helpful for city brand managers and researchers alike in dealing with city brand complexity.
104 citations
Cites background from "The Citizen Satisfaction Index (CSI..."
...For instance, JPMD 10,3 276 researchers empirically showed that a more positive evaluation of a place (brand) leads to higher general satisfaction (Zenker et al., 2013), identification with the place (Fleury-Bahi et al., 2008; Zenker et al., 2017), place attachment (Hernández et al., 2007) and…...
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...researchers empirically showed that a more positive evaluation of a place (brand) leads to higher general satisfaction (Zenker et al., 2013), identification with the place (Fleury-Bahi et al....
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TL;DR: In this paper, the authors presented a methodology for measuring city image, grounded on the development of a scale for this purpose, and identified factors that comprise a city's image among residents and tourists in three cities: Jerusalem, Rome and Trieste.
85 citations
TL;DR: In this paper, the authors provide an analysis technique for quantifying the competitive structure between cities and their perceived differences in the most important image dimensions, with an approach based on a combination of network analysis and an individualized conjoint procedure.
81 citations
Posted Content•
TL;DR: In this article, a systematic and complete overview of the scientific literature in the field of place marketing and place branding research is presented, showing that the field suffers from a lack of conceptual clarity, diverging definitions and a weak theoretical foundation, which means it addresses a very broad range of research topics.
Abstract: This paper presents a systematic and complete overview of the scientific literature in the field of place marketing and place branding research. A total of 1172 articles published between 1976 and 2016 in 98 different journals were analyzed and meticulously classified into categories and subcategories according to disciplinary approach, method used and perspective adopted. This literature review thus provides a detailed overview of the state of the art and reveals various trends and developments in this emerging field of study. Among other things, it demonstrates that the field suffers from a lack of conceptual clarity, diverging definitions and a weak theoretical foundation, which means it addresses a very broad range of research topics. In addition, the field lacks empirical evidence and explanatory articles, meaning that the numerous hypotheses concerning the effects of place marketing activities on attractiveness remain unsubstantiated. The review also underscores the literature’s lack of interest in the political and institutional contexts of places, although this information is crucial in terms of public management. Moreover, this work notes that the rhetoric of consultants is given pride of place, with the publication of numerous prescriptive articles focused on sharing best practices. Finally, this study notes the existence of a significant number of critical articles.
70 citations
TL;DR: In this article, the authors examined generation Z residents' engagement with the city's social media during economic crisis in relation to city image, city brand personality and residents' overall satisfaction.
68 citations
Cites methods from "The Citizen Satisfaction Index (CSI..."
...City image: It was measured on a 26 items-aggregate scale, based on Gilboa et al.’s (2015) 18 item scale for residents, 7 items originate from Zenker et al. (2013) study, and 1 item (CI26) from Mišič and Podnar (2019)....
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References
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TL;DR: In this article, the adequacy of the conventional cutoff criteria and several new alternatives for various fit indexes used to evaluate model fit in practice were examined, and the results suggest that, for the ML method, a cutoff value close to.95 for TLI, BL89, CFI, RNI, and G...
Abstract: This article examines the adequacy of the “rules of thumb” conventional cutoff criteria and several new alternatives for various fit indexes used to evaluate model fit in practice. Using a 2‐index presentation strategy, which includes using the maximum likelihood (ML)‐based standardized root mean squared residual (SRMR) and supplementing it with either Tucker‐Lewis Index (TLI), Bollen's (1989) Fit Index (BL89), Relative Noncentrality Index (RNI), Comparative Fit Index (CFI), Gamma Hat, McDonald's Centrality Index (Mc), or root mean squared error of approximation (RMSEA), various combinations of cutoff values from selected ranges of cutoff criteria for the ML‐based SRMR and a given supplemental fit index were used to calculate rejection rates for various types of true‐population and misspecified models; that is, models with misspecified factor covariance(s) and models with misspecified factor loading(s). The results suggest that, for the ML method, a cutoff value close to .95 for TLI, BL89, CFI, RNI, and G...
76,383 citations
TL;DR: In this paper, two types of error involved in fitting a model are considered, error of approximation and error of fit, where the first involves the fit of the model, and the second involves the model's shape.
Abstract: This article is concerned with measures of fit of a model. Two types of error involved in fitting a model are considered. The first is error of approximation which involves the fit of the model, wi...
25,611 citations
TL;DR: In this article, a conceptual model of brand equity from the perspective of the individual consumer is presented, which is defined as the differential effect of brand knowledge on consumers' perceptions of the brand.
Abstract: The author presents a conceptual model of brand equity from the perspective of the individual consumer. Customer-based brand equity is defined as the differential effect of brand knowledge on consu...
12,021 citations
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01 Jan 2004
Abstract: What does the city's form actually mean to the people who live there? What can the city planner do to make the city's image more vivid and memorable to the city dweller? To answer these questions, Mr. Lynch, supported by studies of Los Angeles, Boston, and Jersey City, formulates a new criterion -- imageability -- and shows its potential value as a guide for the building and rebuilding of cities. The wide scope of this study leads to an original and vital method for the evaluation of city form. The architect, the planner, and certainly the city dweller will all want to read this book.
8,105 citations
Book•
01 Jan 1960
TL;DR: In this article, Lynch, supported by studies of Los Angeles, Boston, and Jersey City, formulates a new criterion -imageability -and shows its potential value as a guide for the building and rebuilding of cities.
Abstract: What does the city's form actually mean to the people who live there? What can the city planner do to make the city's image more vivid and memorable to the city dweller? To answer these questions, Mr. Lynch, supported by studies of Los Angeles, Boston, and Jersey City, formulates a new criterion -- imageability -- and shows its potential value as a guide for the building and rebuilding of cities. The wide scope of this study leads to an original and vital method for the evaluation of city form. The architect, the planner, and certainly the city dweller will all want to read this book.
6,710 citations