Tensions Between Client Satisfaction and Employee Motivation in Public Organizations, and Their Reconciliation Through Leadership
The American Review of Public Administration
Published online on July 23, 2026
Abstract
The American Review of Public Administration, Ahead of Print.
Public organizations widely use client satisfaction feedback to assess their employees, reflecting responsiveness and accountability to policy clients. Yet client satisfaction is inherently subjective and heterogeneous, and it often diverges from mission-...
Public organizations widely use client satisfaction feedback to assess their employees, reflecting responsiveness and accountability to policy clients. Yet client satisfaction is inherently subjective and heterogeneous, and it often diverges from mission-...