Table 1 Most cited definitions of CEPS.
From: Citizens’ expectations about public services: a systematic literature review
Conceptualization | Terminology Used | Definitions | Source | Times Cited |
|---|---|---|---|---|
Judgmental evaluations | Judgments | “…judgments of what individuals or groups think either will or should happen under particular circumstances.” | 13 | |
Anticipation | “…anticipation of future consequences based on prior experience, current circumstances, or other sources of information.” | Oliver (1997) | 4 | |
Prediction, anticipation | “…the consumer’s or citizen’s predictions or anticipations of the performance of a product or service.” | 4 | ||
Estimate | “… a person’s estimate that a given behavior will lead to certain outcomes.” | Bandura (1977) | 2 | |
Benchmarking | Frame of reference | “…expectations are thought to create a frame of reference about which one makes a comparative judgment.” | Oliver (1980) | 8 |
Referential standard | “…the referential standard in a citizen’s mind at the time of evaluating a service.” | Petrovsky et al. (2017) | 2 | |
Personal benefits | Gains | “…the degree to which an individual believes that using the system will help him or her to attain gains in job performance.” | 31 | |
Ease | “… the degree of ease associated with the use of the system.” | 30 | ||
Affect | Desires, wants | “…desires or wants of consumers, i.e., what they feel a service provider should offer rather than would offer.” | Parasuraman et al. (1988) | 4 |
