.... It integrates insights from recent work on strategic conversations and a service quality tool, SERVQUAL, to explain and evaluate a model for consultative policy development developed in Australia by the Tasmanian Department of Economic Development, Tourism and the Arts (DEDTA), in co-operation with Regional...

... competitive pressures and public expenditure cuts, there is a real threat of a general downward trend in the employment conditions of voluntary sector staff engaged in the delivery of outsourced public services that has the potential to adversely affect service quality. Research limitations/implications...

... in facilitating policing initiatives, such as community policing and enhanced service quality. The work reviews the concept of market orientation and adopts a case study approach to research. Market orientated/customer focused strategies are examined in a range of public, private and international sectors...

...Christine S. Williams; Mark N.K. Saunders; Roy V.W. Staughton Highlights the increasing emphasis on customers and service quality in the new public sector. Emphasises the bias towards hard, easily quantifiable data and a focus on external customers in the measurement of service quality. Explores...

... Local government Resource management Service quality United Kingdom How are local authorities in the UK managing within increasingly limited resources? A large scale research project has been undertaken on behalf of the Local Government Management Board by Aston Business School from 1995...

... satisfaction Service quality Social services Welfare Organisations administering social security benefits usually have a large customer base (see, for example, Bolderson et al., 1997; Eardley et al., 1996). They tend to have contacts with people when they are undergoing a major...

...). © MCB UP Limited 1997 Civil Service Local government Public administration Service levels Service quality For some managers in the public services there had been a short‐term belief that they, as the champions of efficiency and economy, were safe. For example, managers...

... of the consumer perspective will considerably enhance this process. © MCB UP Limited 1996 Consumerism Effectiveness Service quality Recent trends suggest that the probation service is embarking on two separate processes which should really be one. The two processes are the measurement of quality...

... and the way in which these might affect the assessment of service quality. Highlights some of the limitations of conventional customer satisfaction surveys which lead the authors to consider the SERVQUAL approach. This method, which has been the subject of considerable academic scrutiny and extensive private...

... changes to the management approaches of government and business must take place. Now the driving focus is service, quality, responding to clients, re‐engineering, innovation,efficiency and cost reduction. Administrative policies have to support and enhance these directions. It is remarkable to note...

... and companies may be classified as customer oriented if they market differentiated products and services reflecting heterogeneous customer preferences. Customer satisfaction is influenced by expectations and perceived service quality. Degree of customer satisfaction and loyalty consequently becomes...