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International Review on Public and Nonprofit Marketing

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01.06.2010 | Original Article

Towards a conceptual model for assessing the quality of public services

verfasst von: Cláudia Carvalho, Carlos Brito, José Sarsfield Cabral

Erschienen in: International Review on Public and Nonprofit Marketing | Ausgabe 1/2010

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Abstract

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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Titel: Towards a conceptual model for assessing the quality of public services
verfasst von: Cláudia Carvalho
Carlos Brito
José Sarsfield Cabral
Publikationsdatum: 01.06.2010
Verlag: Springer-Verlag
Erschienen in: International Review on Public and Nonprofit Marketing / Ausgabe 1/2010
Print ISSN: 1865-1984
Elektronische ISSN: 1865-1992
DOI: https://doi.org/10.1007/s12208-010-0046-5

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