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: | http://hdl.handle.net/11328/763 |
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 pre- sent an adaptation of the Critical Incident Technique and analyse extensive qualitative and quantitative data collected in six Portu- guese Citizen Shops. The findings show that expectations are extremely dynamic and play a relevant role in users’ satisfaction. Satisfy- ing 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 quality.Public servicesCitizen ShopsQualitySatisfactionExpectationsEmotionsIn 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 pre- sent an adaptation of the Critical Incident Technique and analyse extensive qualitative and quantitative data collected in six Portu- guese Citizen Shops. The findings show that expectations are extremely dynamic and play a relevant role in users’ satisfaction. Satisfy- ing and neutral attributes were identified, and the Critical Incident Technique also revealed the importance of emotions in the encounter."This is an Accepted Manuscript of an article published by Taylor & Francis Group in Public Management Review on 09/05/2012, available online: DOI: 10.1080/14719037.2011.649976"2014-06-06T10:38:09Z2012-01-01T00:00:00Z2012info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/11328/763eng1471-9037Carvalho, CláudiaBrito, Carlosinfo: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:RCAAP2023-06-15T02:09:00ZPortal AgregadorONG |
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. Carvalho, Cláudia Public services Citizen Shops Quality Satisfaction Expectations Emotions |
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 |
Carvalho, Cláudia |
author_facet |
Carvalho, Cláudia Brito, Carlos |
author_role |
author |
author2 |
Brito, Carlos |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Carvalho, Cláudia Brito, Carlos |
dc.subject.por.fl_str_mv |
Public services Citizen Shops Quality Satisfaction Expectations Emotions |
topic |
Public services Citizen Shops Quality Satisfaction Expectations Emotions |
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 pre- sent an adaptation of the Critical Incident Technique and analyse extensive qualitative and quantitative data collected in six Portu- guese Citizen Shops. The findings show that expectations are extremely dynamic and play a relevant role in users’ satisfaction. Satisfy- ing 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 |
2012-01-01T00:00:00Z 2012 2014-06-06T10:38:09Z |
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 |
http://hdl.handle.net/11328/763 |
url |
http://hdl.handle.net/11328/763 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
1471-9037 |
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 |
"This is an Accepted Manuscript of an article published by Taylor & Francis Group in Public Management Review on 09/05/2012, available online: DOI: 10.1080/14719037.2011.649976" |
publisher.none.fl_str_mv |
"This is an Accepted Manuscript of an article published by Taylor & Francis Group in Public Management Review on 09/05/2012, available online: DOI: 10.1080/14719037.2011.649976" |
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 instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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1777302547684392960 |