An empirical analysis of customer-oriented service activities in the Taiwanese public sector

This paper investigates the performance of customer-oriented service activities in the Taiwanese public sector. Customer orientation is one of the most important components of total quality management (TQM). Although TQM has been popular in manufacturing industry since 1980, the suitability of using...

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Bibliographic Details
Published inTotal quality management & business excellence Vol. 16; no. 7; pp. 887 - 901
Main Authors Chen, Chi-kuang, Yu, Chang-hsi, Chang, Hsiu-chen
Format Journal Article
LanguageEnglish
Published Abingdon Routledge 01.09.2005
Taylor & Francis Ltd
Subjects
Customer orientation
Customer services
public management
Public sector
public service
Quality of service
service quality
Studies
Total quality
Taiwan
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Summary:This paper investigates the performance of customer-oriented service activities in the Taiwanese public sector. Customer orientation is one of the most important components of total quality management (TQM). Although TQM has been popular in manufacturing industry since 1980, the suitability of using it in the public sector has been debated for years. However, no empirical studies have been conducted in this area. The present study uses a customer-oriented service-enhancement system (COSES) model (Chen et al. 2004) as a conceptual framework to investigate 24 Taiwanese public agencies. The study reveals significant performance gaps among the five phases of the customer-oriented service system. Because the linkage of the performance gaps looks like a big bird flying, the present authors refer to this phenomenon as 'roc flying'. The implications of these findings are discussed in the paper.
ISSN:1478-3363
1478-3371
DOI:10.1080/14783360500077369