Towards a conceptual model for assessing the quality of public services

Detalhes bibliográficos
Autor(a) principal: Carvalho, Cláudia
Data de Publicação: 2010
Outros Autores: Carlos, Brito, Cabral, José Sarsfield
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/11328/1795
Resumo: The aim of this paper is to contribute to a better understanding of the determinants of public service quality. Firstly, it explores the relationships that develop during the public service encounter between the citizen, the public organization and society. Secondly, citizen satisfaction and dissatisfaction with public services are both investigated. Furthermore, the paper emphasizes the importance of managing emotions in public services. Finally, it also considers how the quality assessment of public services should take into account implications regarding value to society. The outcome is a holistic model for assessing the quality of public services.
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spelling Towards a conceptual model for assessing the quality of public servicesPublic servicesService qualitySatisfactionDissatisfactionEmotionsThe aim of this paper is to contribute to a better understanding of the determinants of public service quality. Firstly, it explores the relationships that develop during the public service encounter between the citizen, the public organization and society. Secondly, citizen satisfaction and dissatisfaction with public services are both investigated. Furthermore, the paper emphasizes the importance of managing emotions in public services. Finally, it also considers how the quality assessment of public services should take into account implications regarding value to society. The outcome is a holistic model for assessing the quality of public services.Springer2017-03-23T17:55:34Z2010-01-01T00:00:00Z2010info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/11328/1795engDOI 10.1007/s12208-010-0046-5Carvalho, CláudiaCarlos, BritoCabral, José Sarsfieldinfo: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:RCAAP2023-06-15T02:10:04ZPortal AgregadorONG
dc.title.none.fl_str_mv Towards a conceptual model for assessing the quality of public services
title Towards a conceptual model for assessing the quality of public services
spellingShingle Towards a conceptual model for assessing the quality of public services
Carvalho, Cláudia
Public services
Service quality
Satisfaction
Dissatisfaction
Emotions
title_short Towards a conceptual model for assessing the quality of public services
title_full Towards a conceptual model for assessing the quality of public services
title_fullStr Towards a conceptual model for assessing the quality of public services
title_full_unstemmed Towards a conceptual model for assessing the quality of public services
title_sort Towards a conceptual model for assessing the quality of public services
author Carvalho, Cláudia
author_facet Carvalho, Cláudia
Carlos, Brito
Cabral, José Sarsfield
author_role author
author2 Carlos, Brito
Cabral, José Sarsfield
author2_role author
author
dc.contributor.author.fl_str_mv Carvalho, Cláudia
Carlos, Brito
Cabral, José Sarsfield
dc.subject.por.fl_str_mv Public services
Service quality
Satisfaction
Dissatisfaction
Emotions
topic Public services
Service quality
Satisfaction
Dissatisfaction
Emotions
description The aim of this paper is to contribute to a better understanding of the determinants of public service quality. Firstly, it explores the relationships that develop during the public service encounter between the citizen, the public organization and society. Secondly, citizen satisfaction and dissatisfaction with public services are both investigated. Furthermore, the paper emphasizes the importance of managing emotions in public services. Finally, it also considers how the quality assessment of public services should take into account implications regarding value to society. The outcome is a holistic model for assessing the quality of public services.
publishDate 2010
dc.date.none.fl_str_mv 2010-01-01T00:00:00Z
2010
2017-03-23T17:55:34Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
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dc.identifier.uri.fl_str_mv http://hdl.handle.net/11328/1795
url http://hdl.handle.net/11328/1795
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv DOI 10.1007/s12208-010-0046-5
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.publisher.none.fl_str_mv Springer
publisher.none.fl_str_mv Springer
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
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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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