Contents -- Preface -- Chapter 1. Evaluating Public Service Performance in Urban China: Findings From the 2011 Lien Chinese Cities Service-Oriented Government Project WU Wei, YU Wenxuan, LIN Tingjin, WANG Jun and TAM Waikeung -- 1.1. Public Service, Service-Oriented Government and Evaluation -- 1.2. 2011 Lien Chinese Cities Service-Oriented Government Index -- 1.3. 2011 Lien Survey of Service-Oriented Government in Chinese Cities -- 1.3.1. Telephone survey of urban citizens -- 1.3.2. Telephone survey of businesses -- 1.4. Findings of the 2011 Lien Survey of Service-Oriented Government in Chinese Cities -- 1.4.1. The citizen perspective -- 1.4.2. The business perspective -- 1.4.3. General public service -- 1.4.4. Overall ranking of service-oriented government -- 1.5. Conclusion -- References -- Chapter 2. Public Ethical Values and Service-Oriented Government Kuotsai Tom LIOU -- 2.1. Ethical Values in Public Service -- 2.2. Challenging Issues in Service-Oriented Government -- 2.2.1. Equity issues in policy option -- 2.2.2. Accountability concerns in service delivery -- 2.2.3. Transparency emphasis in service attitude -- 2.3. Conclusion -- References -- Chapter 3. The Role of Emotional Labor in Public Service Meredith A NEWMAN -- 3.1. What Emotional Labor Is and Is Not -- 3.1.1. It is not emotional intelligence -- 3.1.2. It is not public service motivation -- 3.1.3. It is not leadership -- 3.2. Emotional Labor: What It Is -- 3.3. The Relationship Between Emotional Labor and Burnout -- 3.3.1. First dimension: Emotional exhaustion -- 3.3.2. Second dimension: Cynicism -- 3.3.3. Third dimension: Ineffectiveness -- 3.4. Implications for Practice -- 3.4.1. Critical incident debriefings -- 3.4.2. Self-care plans -- 3.4.3. Redesign of jobs -- 3.4.4. "Time-outs" -- 3.5. Conclusion -- References.

Chapter 4. Irrationality, Bricolage, Quality and Performance Measurement: Unpacking the Conundrum in a Comparative East-West Context Paul HIGGINS -- 4.1. Introduction -- 4.2. The Engineer and Bricoleur in Instrumental Performance Management -- 4.3. Higher Order Bricolage -- 4.4. Data and Activity Manipulation -- 4.5. Rationality: Bricolage Nexus -- 4.6. Conclusion -- References -- Chapter 5. Social Accountability for Public Service in Higher Education: A Text Analysis of Chinese Research Universities' Undergraduate Teaching- Learning Quality Annual Reports TIAN Linghui and XIONG Qingnian -- 5.1. Introduction -- 5.2. Analysis -- 5.3. Conclusion -- 5.3.1. University, government and the public: Who is the quality for? Who to report to? -- (1) Government-oriented quality -- (2) Who was being ignored? -- 5.3.2. Transparency -- 5.3.3. Depth of involvement and inclusiveness of participation -- 5.4. Discussion -- References -- Chapter 6. Integrated Development of Metropolitan Governance and Public Service: A Case Study of the Pearl River Delta Region YE Lin -- 6.1. Introduction: Urbanization in China - A Call for Change -- 6.2. Metropolitan Development and Public Service Delivery -- 6.3. A Case Study of Public Transportation Development in the Pearl River Delta -- 6.4. Discussion and Conclusion -- References -- Chapter 7. The Role of NGOs in Maintaining Social Stability in China - Based on the Perspective of Public Security Service Delivery HAN Lin -- 7.1. Introduction -- 7.1.1. Current social stability situation in China -- 7.1.2. The relationship between social stability and public security -- 7.2. Literature Review -- 7.2.1. Theory of public security -- 7.2.2. Delivery of public security service -- 7.2.3. Cooperative public security service delivery mechanism -- 7.2.4. The role of NGOs -- Definition of NGOs -- Special role of NGOs.

Development of NGOs in China -- 7.3. Case Study of Ping An (Safety) Association, Xintai City, Shandong Province -- 7.3.1. Establishment of Ping An association -- 7.3.2. Characteristics of Ping An association -- 7.3.3. Innovative public security service delivery mechanism - Multi-dimensional prevention and control system of public security -- 7.3.4. The role of NGOs - Taking Ping An Association as an example -- The advantages of NGOs in delivering public security service -- The role of NGOs in maintaining social stability -- 7.3.5. The disadvantages of Ping An association -- 7.4. Conclusion -- References -- Chapter 8. Political Trust, Public Service Performance and Government Transparency in China YU Wenxuan -- 8.1. Introduction -- 8.2. Literature Review -- 8.2.1. Trust, political trust and its determinants -- 8.2.2. Political trust and public service performance -- 8.2.3. Government transparency and political trust -- 8.3. Theoretical Model -- 8.4. Methods -- 8.4.1. Data and measurement -- 8.4.2. Data analysis -- 8.5. Findings -- 8.5.1. One-way ANOVA model -- 8.5.2. Random-coefficients model -- 8.6. Discussion -- 8.7. Conclusion -- References -- Chapter 9. Explaining Citizens' Satisfaction With Public Service Quality in Chinese Cities 2010: Citizen- Level Predictors vs. City-Level Predictors LIN Tingjin -- 9.1. Introduction -- 9.2. Literature Review -- 9.3. Data -- 9.4. Statistical Analysis -- 9.5. Findings and Discussions -- 9.5.1. Gender -- 9.5.2. Education attainment -- 9.5.3. Age -- 9.5.4. Household monthly income -- 9.5.5. The length of residence -- 9.6. Conclusion -- References -- Appendix 1: Number of Valid Return Questionnaires.

Chapter 10. Public Satisfaction Survey and Its Analysis on Chinese Cities Public Education Service - An Empirical Study Based on 2010 Lien Chinese Cities Public Service Quality Evaluation Survey Data WANG Jun and WU Wei -- 10.1. Literature Review: What Factors Impact on Public Education Service? -- 10.2. Index of Public Education Satisfaction and Data Description -- 10.3. Findings of Public Education Satisfaction -- 10.3.1. Overall ranking of Chinese cities' public education satisfaction -- 10.3.2. Public satisfaction with school facilities -- 10.3.3. Public satisfaction with education quality -- 10.3.4. Public satisfaction with education equity -- 10.4. Multiple Regression Analysis on Influencing Factors of Public Education Satisfaction -- 10.5. Conclusion -- References -- Index.