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.
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October 01 2004
A customer‐oriented service‐enhancement system for the public sector
Chi‐Kuang Chen;
Chi‐Kuang Chen
Department of Industrial Engineering and Management, Yuan Ze University, Taiwan, Republic of China
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Chang‐Hsi Yu;
Chang‐Hsi Yu
Department of Industrial Engineering and Management, Yuan Ze University, Taiwan, Republic of China
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Shiow‐Jiuan Yang;
Shiow‐Jiuan Yang
Research Development and Evaluation Commission, Executive Yuan, Taiwan, Republic of China
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Hsiu‐Chen Chang
Hsiu‐Chen Chang
Department of Management, National Kaohsiung First University of Science and Technology, Taiwan, Republic of China
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Publisher: Emerald Publishing
Online ISSN: 1758-8030
Print ISSN: 0960-4529
© Emerald Group Publishing Limited
2004
Managing Service Quality: An International Journal (2004) 14 (5): 414–425.
Citation
Chen C, Yu C, Yang S, Chang H (2004), "A customer‐oriented service‐enhancement system for the public sector". Managing Service Quality: An International Journal, Vol. 14 No. 5 pp. 414–425, doi: https://doi.org/10.1108/09604520410558010
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