The Citizen Satisfaction Index (CSI): Evidence for a Four Basic Factor Model in a German Sample

doi:10.1016/J.CITIES.2012.02.006

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The Citizen Satisfaction Index (CSI): Evidence for a Four Basic Factor Model in a German Sample

Journal Article•DOI•

The Citizen Satisfaction Index (CSI): Evidence for a Four Basic Factor Model in a German Sample

Sebastian Zenker¹, Sibylle Petersen², Andreas Aholt•Institutions (2)

Erasmus University Rotterdam¹, Katholieke Universiteit Leuven²

01 Apr 2013-Cities (Pergamon)-Vol. 31, Iss: 31, pp 156-164

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.

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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.

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Journal Article•DOI•

Rethinking the place brand: the interactive formation of place brands and the role of participatory place branding

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Mihalis Kavaratzis¹, Ares Kalandides²•Institutions (2)

University of Leicester¹, Humboldt University of Berlin²

01 Jun 2015-Environment and Planning A

TL;DR: This article propose a rethinking of place brands based on two pillars: first they incorporate more geographical understanding into place branding and, second, they outline a process that allows place elements and place-based associations to combine and form the place brand.

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Abstract: This article attempts to ‘rethink’ place brands after examining in detail how people form them in their minds. The article starts with a very brief account of the place branding literature to provide the necessary background and goes on to identify what we see as a shortcoming in current understanding of the place brand: the dominant idea that brands are formed as sums of mental associations. The article attempts to take current understanding of place brands further by going beyond associations and adding a missing element: the interactions between those associations. We propose a rethinking of place brands based on two pillars: first we incorporate more geographical understanding into place branding and, second, we outline a process that allows place elements and placebased associations to combine and form the place brand. The place brand formation process starts when people use place-making elements (materiality, practices, institutions and representations) to form mental associations with the place. Th...

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215 citations

Cites background from "The Citizen Satisfaction Index (CSI..."

...…place branding and place identity (Kalandides, 2011a; Mayes, 2008), the lack of an appropriate instrument for the measurement of the effectiveness of place branding (Zenker, 2011; Zenker et al, 2013) as well as the additional challenges in branding different types of places (Warnaby et al, 2010)....
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Journal Article•DOI•

Branding the destination versus the place: The effects of brand complexity and identification for residents and visitors

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Sebastian Zenker, Erik Braun¹, Sibylle Petersen²•Institutions (2)

Erasmus University Rotterdam¹, University of Luxembourg²

01 Feb 2017-Tourism Management

TL;DR: In this paper, the authors conducted two empirical studies to test the role of brand complexity for residents and tourists, and found that positive place attitude and place behaviour increase with a higher brand complexity.

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187 citations

Cites background from "The Citizen Satisfaction Index (CSI..."

...…& Sen, 2003* OD2 cities OD3 e he criticize me ID1 Bhattacharya & Sen, 2003* t the city I live in ID2 ID3 in, it feels like a compliment ID4 SA1 Zenker et al., 2013 SA2 SA3 AT1 Zenker & Gollan, 2010 ace AT2 AT3 le WM1 Carroll & Ahuvia, 2006* WM2 WM3 tising WM4 ITY] CT1 Allen & Meyer, 1990* CT2…...
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...…attractiveness of identification (Osgood, Suci,& Tannenbaum,1957), optimal distinctiveness and identification (Bhattacharya & Sen, 2003), satisfaction (Zenker et al., 2013), attachment (Zenker & Gollan, 2010), and positive word-of-mouth (Carroll & Ahuvia, 2006)dsee appendix for all used items....
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...Label Source BC1 Cox & Cox, 1988* BC2 BC3 ng in?** Brown & Rafaeli, 2007* AI1 Osgood et al., 1957 AI2 AI3 OD1 Bhattacharya & Sen, 2003* OD2 cities OD3 e he criticize me ID1 Bhattacharya & Sen, 2003* t the city I live in ID2 ID3 in, it feels like a compliment ID4 SA1 Zenker et al., 2013 SA2 SA3 AT1 Zenker & Gollan, 2010 ace AT2 AT3 le WM1 Carroll & Ahuvia, 2006* WM2 WM3 tising WM4 ITY] CT1 Allen & Meyer, 1990* CT2 R] CT3...
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Journal Article•DOI•

Is satisfaction the key? The role of citizen satisfaction, place attachment and place brand attitude on positive citizenship behavior

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Sebastian Zenker¹, Natascha Rütter²•Institutions (2)

Erasmus University Rotterdam¹, University of Hamburg²

01 Jun 2014-Cities

TL;DR: In this article, the authors empirically show the role of citizen satisfaction in the field of urban research, highlighting its strong influence on place attachment, place brand attitude and positive citizenship behavior.

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172 citations

Cites methods from "The Citizen Satisfaction Index (CSI..."

...Therefore, we use the Citizen Satisfaction Index (CSI) model by Zenker et al. (2013) and empirically show that citizen satisfaction strongly influences place attachment, the evaluation of a place and the intention to leave a place....
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...In their Citizen Satisfaction Index (CSI) model, Zenker et al. (2013) argue that the overall satisfaction with a place is mainly explained by four distinct basic factors: namely ‘‘urbanity & diversity,’’ ‘‘nature & recreation,’’ ‘‘job chances’’ and ‘‘cost-efficiency’’ (see Table 1)....
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Journal Article•DOI•

Quality of life in cities – Empirical evidence in comparative European perspective

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Dorota Węziak-Białowolska

01 Oct 2016-Cities

TL;DR: In this paper, the Flash Eurobarometer 366: Quality of Life in European Cities was used to investigate aspects of urban quality of life in European cities, including availability of services, environment and social aspects in cities and neighbourhood, socio-demographic factors and city characteristics such as economic development, labour market pressures, size, location, quality of institutions and safety.

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142 citations

Journal Article•DOI•

Let them do the work: a participatory place branding approach

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Sebastian Zenker¹, Carsten Erfgen²•Institutions (2)

Erasmus University Rotterdam¹, University of Hamburg²

21 Oct 2014-Journal of Place Management and Development

TL;DR: In this paper, the authors highlight the importance of residents in the place branding process and argue that their special functions as ambassadors for the place constitute the most valuable assets in place branding, thus, a participatory place branding approach involving residents is needed.

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Abstract: Purpose – This paper aims to develop a participatory approach to place branding. In doing so, it offers guidance on how to implement a participatory place branding strategy within place management practice. Design/methodology/approach – The paper is based on theoretical insights drawn from the combination of distinct literatures on place branding, general marketing and collaborative governance. Findings – The paper highlights the importance of residents in the place branding process and argues that their special functions as ambassadors for the place constitute the most valuable assets in place branding. Thus, a participatory place branding approach involving residents is needed. To implement this approach, three stages are necessary: (stage 1) defining a shared vision for the place including core place elements; (stage 2) implementing a structure for participation; (stage 3) supporting residents in their own place branding projects. Originality/value – The inclusion of residents is often requested in con...

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117 citations

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References

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Open Access

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Journal Article•DOI•

Commitment to organizations and occupations: Extension and test of a three-component conceptualization.

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John P. Meyer¹, Natalie J. Allen, Catherine A. Smith•Institutions (1)

University of Western Ontario¹

01 Aug 1993-Journal of Applied Psychology

TL;DR: In this article, the authors tested the generalizability of J. P. Meyer and N. J. Allen's (1991) 3-component model of organizational commitment to the domain of occupational commitment.

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Abstract: he authors tested the generalizability of J. P. Meyer and N. J. Allen's (1991) 3-component model of organizational commitment to the domain of occupational commitment. Measures of affective, continuance, and normative commitment to occupation were developed and used to test hypotheses concerning their differential relations with antecedent and consequence variables. Confirmatory factor analyses conducted on data collected from samples of student and registered nurses revealed that the 3 component measures of occupational commitment were distinguishable from one another and from measures of the 3 components of organizational commitment

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5,751 citations

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The Rise of the Creative Class

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Richard Florida

01 Jan 2002

TL;DR: Rise as discussed by the authors is a book that explores the forces reshaping our economy and how companies, communities and people can survive and prosper in difficult and uncertain times by weaving storytelling with reams of cutting-edge research.

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Abstract: Rise, as it has been appropriately re-dubbed in the popular lexicon, looks at the forces reshaping our economy and how companies, communities and people can survive and prosper in uncertain times. It gives us a provocative new way to think about why we live as we do today – and where we might be headed. Weaving storytelling with reams of cutting-edge research, Florida traces the fundamental theme that runs through a host of seemingly unrelated changes in American society: the growing role of creativity in our economy.

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5,298 citations

Journal Article•DOI•

The American Customer Satisfaction Index: Nature, Purpose, and Findings

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Claes Fornell¹, Michael D. Johnson¹, Eugene W. Anderson¹, Jaesung Cha¹, Barbara Everitt Bryant¹ - Show less +1 more•Institutions (1)

University of Michigan¹

01 Oct 1996-Journal of Marketing

TL;DR: The American Customer Satisfaction Index (ACSI) as discussed by the authors is a new market-based performance measure for firms, industries, economic sectors, and national economies that measures the satisfaction of customers.

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Abstract: The American Customer Satisfaction Index (ACSI) is a new type of market-based performance measure for firms, industries, economic sectors, and national economies. The authors discuss the nature and...

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4,073 citations

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Theory and Methods of Scaling

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Warren S. Torgerson

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Alternative ways of assessing model fit

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Michael W. Browne

01 Jan 1993