000			01711naa a2200181uu 4500
001			11695
003			OSt
005			20190211155608.0
008			030310s2006 xx ||||gr |0|| 0 eng d
100	1		_aSCHIAVO, Luca Lo _99633
245	1	0	_aQuality standards in the public sector : _bdifferences between Italy and the UK in the citizen`s charter initiative
260			_bR.A.W. Rhodes, _c2000
520	3		_aService quality of public services is a major aim of the New Public Management reforms occurring throughout Europe. The Citizen`s Charter initiative, launced by the UK Prime Minister John Major in 1991, has been an example followed in some European countries, including Italy (Cart dei servizi). This paper analyses and evaluates the cultural differences in the usage of the concept of service quality standards between the UK experience and the Italian one, referring particularly to two kinds of public services, very different one from the other: healthcare and electricity supply. The comparative policy analysis leadsto a sketch of two different profiles in the usage of quality standards in the public sector: a cammon law profile, where quality standards are not legal rights but targets to be achieved and improved; and a public law profile, where quality standards tend to be overlapped and confused with legal rights of users. Under the latter framework, standards are likely to be sidestepped because they are perceived more as a problem than as an opportunity to change
773	0	8	_tPublic Administration: an international quarterly _g78, 3, p. 679-698 _dR.A.W. Rhodes, 2000 _w
942			_cS
998			_a20030310 _bCassio _cCassio
998			_a20060330 _b1042^b _cQuiteria
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c11818 _d11818
041			_aeng