| 000 | 01710naa a2200241uu 4500 | ||
|---|---|---|---|
| 001 | 6041715374221 | ||
| 003 | OSt | ||
| 005 | 20190211161042.0 | ||
| 008 | 060417s2006 xx ||||gr |0|| 0 eng d | ||
| 100 | 1 |
_aCHEN, Chi-kuang _924713 |
|
| 245 | 1 | 0 | _aAn empirical analysis of customer-oriented service activities in the Taiwanese public sector |
| 260 |
_aUK : _bRoutledge, _cSeptember 2005 |
||
| 520 | 3 | _aThis 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 |
_aCustomer orientation _919191 |
|
| 650 | 4 |
_aPublic management _924714 |
|
| 650 | 4 |
_aPublic service _924715 |
|
| 650 | 4 |
_aService quality _919445 |
|
| 700 | 1 |
_aYU, Chang-hsi _924716 |
|
| 700 | 1 |
_aCHANG, Hsiu-chen _924717 |
|
| 773 | 0 | 8 |
_tTotal Quality Management & Business Excellence _g16, 7, p. 887 - 901 _dUK : Routledge, September 2005 _xISSN 1478-3363 _w |
| 942 | _cS | ||
| 998 |
_a20060417 _b1537^b _cNatália |
||
| 999 |
_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c15624 _d15624 |
||
| 041 | _aeng | ||