A customer‐oriented service‐enhancement system for the public sector

This paper develops a customer‐oriented service model for the public sector. Although customer‐oriented service models have become popular since 1980, most studies have been restricted to the private sector. In addition, they have emphasised the management of service operations rather than system de...

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Published inManaging service quality Vol. 14; no. 5; pp. 414 - 425
Main Authors Chen, Chi‐Kuang, Yu, Chang‐Hsi, Yang, Shiow‐Jiuan, Chang, Hsiu‐Chen
Format Journal Article
LanguageEnglish
Published Bedford Emerald Group Publishing Limited 01.10.2004
Subjects
Corporate culture
Customer relations
Customer satisfaction
Customer services
Investigations
Private enterprise
Public sector
Public services
Quality management
Quality of service
Service industries
Strategic planning
Studies
Systems design
Total quality
Customer orientation
Public services
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Abstract This paper develops a customer‐oriented service model for the public sector. Although customer‐oriented service models have become popular since 1980, most studies have been restricted to the private sector. In addition, they have emphasised the management of service operations rather than system design. This paper proposes a customer‐oriented service‐enhancement system (COSES) for the public sector. The model employs two dimensions: design and management of a customer‐oriented service system; and the fostering of organizational service culture. In this COSES model, the best practices of public agencies are empirically examined with respect to: the types of customer‐oriented service activities that can be developed; and how they can be developed.
AbstractList This paper develops a customer-oriented service model for the public sector. Although customer-oriented service models have become popular since 1980, most studies have been restricted to the private sector. In addition, they have emphasized the management of service operations rather than system design. This paper proposes a customer-oriented service-enhancement system (COSES) for the public sector. The model employs two dimensions: design and management of a customer-oriented service system; and the fostering of organizational service culture. In this COSES model, the best practices of public agencies are empirically examined with respect to: the types of customer-oriented service activities that can be developed; and how they can be developed. [PUBLICATION ABSTRACT]
This paper develops a customer-oriented service model for the public sector. Although customer-oriented service models have become popular since 1980, most studies have been restricted to the private sector. In addition, they have emphasised the management of service operations rather than system design. This paper proposes a customer-oriented service-enhancement system (COSES) for the public sector. The model employs two dimensions: design and management of a customer-oriented service system; and the fostering of organizational service culture. In this COSES model, the best practices of public agencies are empirically examined with respect to: the types of customer-oriented service activities that can be developed; and how they can be developed.
Author Yang, Shiow‐Jiuan
Chang, Hsiu‐Chen
Yu, Chang‐Hsi
Chen, Chi‐Kuang
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  fullname: Chang, Hsiu‐Chen
  organization: Department of Management, National Kaohsiung First University of Science and Technology, Taiwan, Republic of China
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SubjectTerms Corporate culture
Customer relations
Customer satisfaction
Customer services
Investigations
Private enterprise
Public sector
Public services
Quality management
Quality of service
Service industries
Strategic planning
Studies
Systems design
Total quality
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Title A customer‐oriented service‐enhancement system for the public sector
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