Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/emerald-publishing/a-customer-oriented-service-enhancement-system-for-the-public-sector-gYzoDNRJdh
- Publisher
- Emerald Publishing
- Copyright
- Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
- ISSN
- 0960-4529
- DOI
- 10.1108/09604520410558010
- Publisher site
- See Article on Publisher Site
Abstract
This paper develops a customer‐oriented service model for the public sector. Although customer‐oriented service models have become popular since 1980, most studies have been restricted to the private sector. In addition, they have emphasised the management of service operations rather than system design. This paper proposes a customer‐oriented service‐enhancement system (COSES) for the public sector. The model employs two dimensions: design and management of a customer‐oriented service system; and the fostering of organizational service culture. In this COSES model, the best practices of public agencies are empirically examined with respect to: the types of customer‐oriented service activities that can be developed; and how they can be developed.
Journal
Managing Service Quality – Emerald Publishing
Published: Oct 1, 2004
Keywords: Public services; Customer orientation