Suchergebnisse

A model of service quality is developed which includes three groups of service quality components: physical and procedural, behavioural, and judgemental. Classification schemes for service operations based on their relative degrees of labour intensity, process and product customisation, and contact and interaction between the customer and the service organisation are reviewed and synthesised. The application of the service quality model to different classes of service organisations are discussed.

AbstractThe public sector as a whole has long been criticized for its lack of productivity and its emphasis on procedures, rather than judgement. Based on numerous carefully selected published examples from Canadian and American public‐organizations, the authors have developed a productivity model grounded in ten attributes determined from the studied examples. This model might help pave the way for future research regarding the opportunities available for improving productivity in the public sector. At a practical level, it might be helpful to managers in the public sector.RésuméOn a souvent critiqueé le secteur public pour son manque de productivité et l'accent mis sur les procédures plutôt que sur le jugement. S'appuyant sur plusieurs exemples soigneusement choisis parmi les organismes publics canadiens et américains, les auteurs ont développé un modèle de productivité en dix points. Ce modèle pourrait à la fois contribuer à faciliter la recherche ultérieure sur les opportunités d'amélioration de la productivité dans le secteur public et aider les gestionnaires oeuvrant dans ce secteur.