An empirical analysis of customer-oriented service activities in the Taiwanese public sector (Record no. 15624)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01710naa a2200241uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 6041715374221 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211161042.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 060417s2006 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | CHEN, Chi-kuang |
| 9 (RLIN) | 24713 |
| 245 10 - TITLE STATEMENT | |
| Title | An empirical analysis of customer-oriented service activities in the Taiwanese public sector |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | UK : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | September 2005 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | 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. |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Customer orientation |
| 9 (RLIN) | 19191 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Public management |
| 9 (RLIN) | 24714 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Public service |
| 9 (RLIN) | 24715 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Service quality |
| 9 (RLIN) | 19445 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | YU, Chang-hsi |
| 9 (RLIN) | 24716 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | CHANG, Hsiu-chen |
| 9 (RLIN) | 24717 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 16, 7, p. 887 - 901 |
| Place, publisher, and date of publication | UK : Routledge, September 2005 |
| International Standard Serial Number | ISSN 1478-3363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20060417 |
| Operator's initials, OID (RLIN) | 1537^b |
| Cataloger's initials, CIN (RLIN) | Natália |
No items available.
