Paradoxes of public sector customer service (Record no. 32649)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01538naa a2200181uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 0042711375037 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211171256.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 100427s2001 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 | FOUNTAIN, Jane E. |
| 9 (RLIN) | 3677 |
| 245 10 - TITLE STATEMENT | |
| Title | Paradoxes of public sector customer service |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Malden : |
| Name of publisher, distributor, etc. | Wiley-Blackwell, |
| Date of publication, distribution, etc. | January 2001 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | The use of customer service ideas in government continues to be widespread, although the concept and its implications for public sector service production and delivery remain poorly developed. This paper presents a series of paradoxes related to customer service and its use in government. The central and most troubling paradox is that customer service techniques and tools applied to government may lead to increased political inequality even as some aspects of service are improved. The argument is structured by examination of the following: the predominant structural features of service management in theprivate sector, the assumption that customer satisfaction is a central objective of service firms, the understanding of customer service that informs current federal reform efforts, and the operational and political challenges of customer service as a public management objective. |
| 773 08 - HOST ITEM ENTRY | |
| Title | Governance: An International Journal of Policy, Administration, and Intitutions |
| Related parts | 14, 1, p. 55-73 |
| Place, publisher, and date of publication | Malden : Wiley-Blackwell, January 2001 |
| International Standard Serial Number | ISSN 09521895 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20100427 |
| Operator's initials, OID (RLIN) | 1137^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20100428 |
| Operator's initials, OID (RLIN) | 1640^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
No items available.
