ASSESSING USERS' PERCEPTIONS ON HOW TO IMPROVE PUBLIC SERVICES QUALITY
Autor(a) principal: | |
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Data de Publicação: | 2012 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | https://hdl.handle.net/10216/71077 |
Resumo: | In order to address new demands from citizens and companies, public agencies are developing new ways of delivering public services within a multi-channel logic. In this context, Citizen Shops have been designed to increase speed of response, to simplify procedures and, above all, to improve service quality. This article aims to evaluate the perceptions of users of public services in order to improve their quality. The article follows a marketing perspective, paying special attention to citizens' expectations and perceptions and to the role of emotions in the encounter. Given the nature of the research issue, the investigation followed a case-study methodology. The authors present an adaptation of the Critical Incident Technique and analyse extensive qualitative and quantitative data collected in six Portuguese Citizen Shops. The findings show that expectations are extremely dynamic and play a relevant role in users' satisfaction. Satisfying and neutral attributes were identified, and the Critical Incident Technique also revealed the importance of emotions in the encounter. |
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ASSESSING USERS' PERCEPTIONS ON HOW TO IMPROVE PUBLIC SERVICES QUALITYEconomia e gestãoEconomics and BusinessIn order to address new demands from citizens and companies, public agencies are developing new ways of delivering public services within a multi-channel logic. In this context, Citizen Shops have been designed to increase speed of response, to simplify procedures and, above all, to improve service quality. This article aims to evaluate the perceptions of users of public services in order to improve their quality. The article follows a marketing perspective, paying special attention to citizens' expectations and perceptions and to the role of emotions in the encounter. Given the nature of the research issue, the investigation followed a case-study methodology. The authors present an adaptation of the Critical Incident Technique and analyse extensive qualitative and quantitative data collected in six Portuguese Citizen Shops. The findings show that expectations are extremely dynamic and play a relevant role in users' satisfaction. Satisfying and neutral attributes were identified, and the Critical Incident Technique also revealed the importance of emotions in the encounter.20122012-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttps://hdl.handle.net/10216/71077eng1471-903710.1080/14719037.2011.649976Cláudia CarvalhoCarlos Britoinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-29T12:27:58Zoai:repositorio-aberto.up.pt:10216/71077Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T23:20:48.475531Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
ASSESSING USERS' PERCEPTIONS ON HOW TO IMPROVE PUBLIC SERVICES QUALITY |
title |
ASSESSING USERS' PERCEPTIONS ON HOW TO IMPROVE PUBLIC SERVICES QUALITY |
spellingShingle |
ASSESSING USERS' PERCEPTIONS ON HOW TO IMPROVE PUBLIC SERVICES QUALITY Cláudia Carvalho Economia e gestão Economics and Business |
title_short |
ASSESSING USERS' PERCEPTIONS ON HOW TO IMPROVE PUBLIC SERVICES QUALITY |
title_full |
ASSESSING USERS' PERCEPTIONS ON HOW TO IMPROVE PUBLIC SERVICES QUALITY |
title_fullStr |
ASSESSING USERS' PERCEPTIONS ON HOW TO IMPROVE PUBLIC SERVICES QUALITY |
title_full_unstemmed |
ASSESSING USERS' PERCEPTIONS ON HOW TO IMPROVE PUBLIC SERVICES QUALITY |
title_sort |
ASSESSING USERS' PERCEPTIONS ON HOW TO IMPROVE PUBLIC SERVICES QUALITY |
author |
Cláudia Carvalho |
author_facet |
Cláudia Carvalho Carlos Brito |
author_role |
author |
author2 |
Carlos Brito |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Cláudia Carvalho Carlos Brito |
dc.subject.por.fl_str_mv |
Economia e gestão Economics and Business |
topic |
Economia e gestão Economics and Business |
description |
In order to address new demands from citizens and companies, public agencies are developing new ways of delivering public services within a multi-channel logic. In this context, Citizen Shops have been designed to increase speed of response, to simplify procedures and, above all, to improve service quality. This article aims to evaluate the perceptions of users of public services in order to improve their quality. The article follows a marketing perspective, paying special attention to citizens' expectations and perceptions and to the role of emotions in the encounter. Given the nature of the research issue, the investigation followed a case-study methodology. The authors present an adaptation of the Critical Incident Technique and analyse extensive qualitative and quantitative data collected in six Portuguese Citizen Shops. The findings show that expectations are extremely dynamic and play a relevant role in users' satisfaction. Satisfying and neutral attributes were identified, and the Critical Incident Technique also revealed the importance of emotions in the encounter. |
publishDate |
2012 |
dc.date.none.fl_str_mv |
2012 2012-01-01T00:00:00Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://hdl.handle.net/10216/71077 |
url |
https://hdl.handle.net/10216/71077 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
1471-9037 10.1080/14719037.2011.649976 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.source.none.fl_str_mv |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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