Job standardization and service quality : a closer look at the application of total quality management to the public sector
By: AN-TIEN HSIEH
.
Contributor(s): CHIEN-HENG CHOU | CHIN-MEI CHEN.
Material type: 
ArticlePublisher: Oxfordshire : Routledge, November 2002Total Quality Management 13, 7, p. 899-912Abstract: Existing research results about the relationship between total quality management and service quality in the public sector are controversial. This study focuses on the core concept of TQM - job standardization - and, using the National Tax Administration of Taipei in Taiwan as a source of data collection, a significantly positive relationship between job stadardization and service quality is found. The results also suggest that the service quality construct for the business world is different from that for public sector organizations. Theoretical and managerial and managerial implications are discussed
| Item type | Current location | Collection | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
| Periódico | Biblioteca Graciliano Ramos | Periódico | Not for loan |
Existing research results about the relationship between total quality management and service quality in the public sector are controversial. This study focuses on the core concept of TQM - job standardization - and, using the National Tax Administration of Taipei in Taiwan as a source of data collection, a significantly positive relationship between job stadardization and service quality is found. The results also suggest that the service quality construct for the business world is different from that for public sector organizations. Theoretical and managerial and managerial implications are discussed
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