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Paradoxes of public sector customer service (Record no. 32649)

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

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