000			01538naa a2200181uu 4500
001			0042711375037
003			OSt
005			20190211171256.0
008			100427s2001 xx ||||gr |0|| 0 eng d
100	1		_aFOUNTAIN, Jane E. _93677
245	1	0	_aParadoxes of public sector customer service
260			_aMalden : _bWiley-Blackwell, _cJanuary 2001
520	3		_aThe 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	0	8	_tGovernance: An International Journal of Policy, Administration, and Intitutions _g14, 1, p. 55-73 _dMalden : Wiley-Blackwell, January 2001 _xISSN 09521895 _w
942			_cS
998			_a20100427 _b1137^b _cDaiane
998			_a20100428 _b1640^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c32649 _d32649
041			_aeng