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題名:澳門公共服務績效評估方法探討
書刊名:行政:澳門公共行政雜誌
作者:蕭楊輝蘇憬睿陳嬌
作者(外文):Siu, Yeung FaiSou, Keng IoiChen, Jiao
出版日期:2015
卷期:28:4=110
頁次:頁889-902+1025-1042+1163-1164
主題關鍵詞:澳門公共服務績效評估公共管理滿意度
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:31
  • 點閱點閱:14
期刊論文
1.高炳坤(1999)。顧客導向的公共服務--IS09000與服務承諾在澳門公共行政的建立。澳門公共行政雜誌,44,589-597。  延伸查詢new window
2.林明基(2005)。澳門公共行政改革的挑戰和策略。澳門公共行政雜誌,68,413-433。new window  延伸查詢new window
3.Drewry, G.(2005)。Citizen's Charters: Service Quality Chameleons。Public Management Review,7(3),321-340。  new window
4.Christensen, M.、Yoshimi, H.(2003)。Public Sector Performance Reporting: New Public Management and Contingency Theory Insights。Government Auditing Review,10,71-83。  new window
5.Drewry, G.(2005)。Citizen's Charters: Service Quality Chameleons。Public Management Review,7(3),321-340。  new window
6.Lui, K. M.(1993)。Reflections on Responsive Public Administration in Hong Kong: The Citizen's Charter, Performance Pledges and Beyond。Asian Journal of Public Administration,15(2),201-224。  new window
7.丁夏齊、徐金燦、馬謀超(2002)。服務質量差異模型及應用。心理科學進展,10(4),460-465。  延伸查詢new window
8.陳敦源(2009)。透明之下的課責:台灣民主治理中官民信任關係的重建基礎。文官制度季刊,1(2),21-55。new window  延伸查詢new window
9.Deng, W. J.、Yeh, M. L.、Sung, M. L.(2013)。A customer satisfaction index, model for international tourist hotels: integrating consumption emotions into the American Customer Satisfaction Index。International Journal of Hospitality Management,35,133-140。  new window
10.Fornell, Claes、Johnson, Michael D.、Anderson, Eugene W.、Cha, Jaesung、Bryant, Barbara Everitt(1996)。The American Customer Satisfaction Index: Nature, Purpose, and Findings。Journal of Marketing,60(4),7-18。  new window
11.Van Ryzin, Gregg G.、Muzzio, Douglas、Immerwahr, Stephen、Gulick, Lisa、Martinez, Eve(2004)。Drivers and Consequences of Citizen Satisfaction: An Application of the American Customer Satisfaction Index Model to New York City。Public Administration Review,64(3),331-341。  new window
12.Baker, D. M. A.(2013)。Service Quality and Customer Satisfaction in the Airline Industry: A Comparison between Legacy Airlines and Low-Cost Airlines。American Journal of Tourism Research,2(1),67-77。  new window
13.Andreassen, Tor Wallin、Lindestad, Bodil(1998)。Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise。International Journal of Service Industry Management,9(1),7-23。  new window
14.Cardozo, Richard N.(1965)。An Experimental Study of Customer Effort, Expectation, and Satisfaction。Journal of Marketing Research,2(3),244-249。  new window
15.Fornell, Claes(1992)。A national customer satisfaction barometer: The Swedish experience。Journal of Marketing,56(1),6-21。  new window
16.Parasuraman, Ananthanarayanan、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implications for Future Research。Journal of Marketing,49(4),41-50。  new window
17.藍志勇、胡稅根(2008)。中國政府績效評估:理論與實踐。政治學研究,2008(3),106-115。  延伸查詢new window
18.Denhardt, Robert B.、Denhardt, Janet Vinzant(2000)。The New Public Service: Serving Rather Than Steering。Public Administration Review,60(6),549-559。  new window
圖書
1.吳紹宏(2009)。澳門特區政府45個公共部門提供的公共服務的市民滿意度調查--地球物理暨氣象局。澳門特別行政區政府。  延伸查詢new window
2.Chan, Silva F. R.(2005)。The Policy Address for the Fiscal Year 2005: Area of the Administration and Justice。Macau:Macau SAR Government.。  new window
3.(2009)。二零一零年財政年度施政報告。澳門特別行政區政府。  延伸查詢new window
4.(2011)。二零一二年財政年度施政報告。澳門特別行政區政府。  延伸查詢new window
5.(2012)。二零一三年財政年度施政報告。澳門特別行政區政府。  延伸查詢new window
6.(2013)。二零一四年財政年度施政報告。澳門特別行政區政府。  延伸查詢new window
7.Parasuraman、Zeithaml、Berry(1988)。SERVQUAL。  new window
8.Basu, R.(2004)。Public Administration: Concepts And Theories。Sterling Publishers Pvt. Ltd。  new window
9.Chai, N.(2009)。Sustainability Performance Evaluation System in Government: A Balanced Scorecard Approach Towards Sustainable Development。Springer。  new window
10.Morgeson, F.(2014)。Citizen satisfaction: Improving government performance, efficiency, and citizen trust。New York:PALGRAVH MACMILLAN。  new window
11.Zeithaml, Valarie A.、Parasuraman, Parsu A.、Berry, Leonard L.(1990)。Delivering quality service: Balancing customer perceptions and expectations。New York, NY:Free Press。  new window
12.Pollitt, Christopher(1990)。Managerialism and the Public Services: The Anglo-American Experience。Basil Blackwell。  new window
其他
1.澳門持別行政區。優化公共服務--專題網頁,http://app.gov.mo/cms/vievv?area=qs。  延伸查詢new window
 
 
 
 
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