Papers and Reports
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Customer Satisfaction with the US Federal Government - Results of the ACSI, by Forrest Morgeson and Lifang Vanderwill, (446 kb) Dec. 20, 2007
Trends in Customer Satisfaction with the Federal Government, by David VanAmburg and Forrest Morgeson, (334kb) Dec. 15, 2006
Using Appreciative Inquiry Every Day to Deliver America's Dream, (111kb) Oct. 2005
Positive Transformation of Government, Appreciative Inquiry Practitioner, (934kb) May 2005
Creative Learning Groups at NASA/Goddard and EPA: Leaders Grow Leaders, (74kb) Jan. 26, 2005
Managing for Results: Connecting the Dots, by John Kamensky [ PDF (28kb) ]
American Customer Satisfaction Article by Bernie Lubran, published by European Public Administration Network, Jan. 13, 2005
What's a Manager to Do? by Jim Trinka, (76kb) June 30, 2004
Study Shows State Department’s Efforts to Improve Citizen Satisfaction Pays Benefits, by Ted Kniker, 2004
The FCG Executive Coaching Guide: Steps for a Successful Coaching Partnership, March 2002
Last Updated: March 17, 2009