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題名：顧客導向的地方行政績效 : 我國縣市政府政策民意與施政滿意度調查之分析
作者：黃國敏 引用關係
出版日期：2003
出版項：臺北:韋伯文化
集叢：政治學論叢;X01-0011
ISBN：9867830636
主題關鍵詞：地方行政；臺灣；民意調查
學門：政治學
資料類型：專書
相關次數：
  • 被引用次數被引用次數:期刊(12) 博士論文(2) 專書(1) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:0
  • 點閱點閱:138
期刊論文
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4.Shapiro, R. Y.(1987)。The Polls: Public Assistance。Public Opinion Quarterly，51，120-130。  new window
5.Shapiro, Robert Y.、Patterson, Kelly D.、Russell, Judith、Young, John T.(1987)。The Polls: Employment and Social Welfare。Public Opinion Quarterly，51，268-281。  new window
6.周祖誠(19980200)。影響部會首長施政滿意度的因素:政府體制與調查爭議的討論。理論與政策，12(1)=45，73-88。new window  延伸查詢new window
7.丘昌泰(20020600)。邁向績效導向的地方政府管理。研考雙月刊，26(3)=229，46-56。  延伸查詢new window
8.王石番(19940400)。淺析民意測驗的影響。民意研究季刊，188，1-13。  延伸查詢new window
9.王森信(20020700)。談ISO 9004:2000品質管理系統之績效改進。品質月刊，38(7)，93-96。  延伸查詢new window
10.王漢民(20020600)。績效式品質管理。品質月刊，38(6)，20-22。  延伸查詢new window
11.任可怡(19990700)。美國聯邦政府績效評量制度改革之初探。考銓季刊，19，116-125。new window  延伸查詢new window
12.李允傑(20021000)。新公共管理的願景與迷思--從兩岸行政改革談起。理論與政策，16(3)=63，53-69。new window  延伸查詢new window
13.李清標(19950900)。從行政落後論政府全面品質管理。中國行政評論，4(4)，141-160。new window  延伸查詢new window
14.呂育誠(19960800)。「新政府運動」或「政府新運動」﹖--從新政府運動(Reinventing Government)一書論當前行政革新的問題與展望。中國行政，60，81-94。  延伸查詢new window
15.徐仁輝、黃榮護、余致力、孫本初、林忠山(19980100)。政府績效、角色認定與行政革新。公共行政學報. 政大，2，239-259+261-263。new window  延伸查詢new window
16.黃俊英(1989)。民意調查與政府施政--政府行銷角度的探討。民意學術專刊，1989(春季)。  延伸查詢new window
17.彭若青、張裕隆(20020200)。誰是企業戰將--談企業的績效管理。管理雜誌，332，75-85。  延伸查詢new window
18.張裕隆(2002)。核心職能與績效改善。管理雜誌，332，85。  延伸查詢new window
19.傅岳邦(20021200)。績效管理的理論與實務：以中國大陸公部門的考核制度為例。人事月刊，35(6)=208，6-21。  延伸查詢new window
20.Balk, W. L.、Calista, D. J.(2001)。A Framework for Professional Action in Government: A Facts and Values Perspective。Public Performance & Management Review，25(1)，88-104。  new window
21.Brinkerhoff, D.、Coston, J.(1999)。International Development Management in a Globalized World。Public Administration Review，59(4)，346-361。  new window
22.Caiden, G. E.、Hailey, A. A.、Maltais, D.(1995)。Results and Lessons from Canada's PS2000。Public Administration and Development，15(2)，85-101。  new window
23.Carroll, J. D.(1996)。Introduction to "reinventing" Public Administration。Public Administration Review，56(3)，245-246。  new window
24.Colebatch, H. K.(1995)。Organizational Meanings of Program Evaluation。Policy Sciences，28，149-164。  new window
25.Considine, M.(1990)。Administrative Reform "Down-Under": Recent Public-Sector Change in Australia and New Zealand。International Review of Administrative Sciences，56，171-184。  new window
26.Cook, F.、Barbaras, J.、Page, B.(2002)。Invoking Public Opinion: Policy Elites and Social Security。Public Opinion Quarterly，66，235-264。  new window
27.Durant, R.(2000)。Whither the Neo-Administrative State? Toward a Polity-Centered Theory of Administrative Reform。Journal of Public Administration Research and Theory，79-109。  new window
28.Eisenstein, M.、Witting, M.(2000)。Time and the Life Cycle of Presidential Approval: A Research Note。The Social Science Journal，37(1)，27-42。  new window
29.Falconer, P.、Ross, K.(1999)。Citizen's Charters and Public Service Provision: Lessons from the UK Experience。International Review of Administrative Sciences，65(3)，339-351。  new window
30.Halachmi, Arie(2002)。Performance Measurement, Accountability, and Improved Performance。Public Performance & Management Review，25(4)，370-374。  new window
31.Hatry, H.(1999)。Mini-Symposium on Intergovernmental Comparative Performance Data。Public Administration Review，59(2)，101-109。  new window
32.Hedley, T.(1998)。Measuring Public Sector Effectiveness using Private Sector Methods。Public Performance & Management Review，21(3)，251-258。  new window
33.de Lancer Julnes, P.(2001)。Does Participation Increase Perceptions of Usefulness? An Evaluation of a Participatory Approach to the Development of Performance Measures。Public Performance and Management Review，24(4)，403-418。  new window
34.Khademian, A.(1998)。What Do We Want Public Managers to Be? Comparing Reforms。Public Administration Review，58(3)，269-273。  new window
35.Kim, P. S.(2000)。Administration Reform in the Korean Central Government: A Case Study of the Dae Jung Kim Administration。Public Performance & Management Review，24(2)，145-160。  new window
36.Kristensen, K.(2001)。Customer Satisfaction: Some Results for European Retailing。Total Quality Management，12(7/8)，890-897。  new window
37.Lam, J. T.(1997)。Transformation from Public Administration to Management: Success and Challenges of Public Reform in Hong Kong。Public Performance & Management Review，20(4)，405-418。  new window
38.Lawrence, D.(1995)。International Comparisons of Infrastructure Performance。Australian Journal of Public Administration，54(3)，393-400。  new window
39.Lenkowsky, L.、Perry, J.(2000)。Reinventing Government: The Case of National Service。Public Administration Review，60(4)，298-307。  new window
40.Likierman, Andrew(1993)。Performance Indicators: 20 Early Lessons from Managerial Use。Public Money and Management，13(4)，15-22。  new window
41.Milakovich, M. E.(1992)。Total Quality Management for Public Productivity Improvement。Public Productivity and Management Review，14，19-31。  new window
42.Miller, T.、Miller, M.(1991)。Standards of Excellence: U. S. Residents' Evaluations of Local Government Services。Public Administration Review，51(6)，503-514。  new window
43.Mizaur, D. G.(1993)。Quality government is government of the people, by the people, for the people。Public Productivity and Management Review，16，371-377。  new window
44.Nyhan, R. C.、Martin, L.(1999)。Comparative Performance Measurement: A Primer on Data Envelopment Analysis。Public Performance & Management Review，22(3)，348-364。  new window
45.Ott, J.、Goodman, D.(1998)。Government Reform or Alternatives to Bureaucracy? Thickening, Tides and the Future of Governing。Public Administration Review，58(6)，540-545。  new window
46.Power, M.(2000)。The Audit Society: Second Thoughts。International Journal of Auditing，4，111-119。  new window
47.Puran, A.、Ngoyi, M.(2000)。How to Achieve Public Performance Improvement: A Symposium Introduction。Public Performance & Management Review，24(2)，117-119。  new window
48.Rivenbark, W. C.、Pizzarella, C.(2002)。Auditing Performance Data in Local Government。Public Performance & Management Review，25(4)，413-420。  new window
49.王旭(19990100)。關於民意的民眾意見。民意研究季刊，207，1-18。  延伸查詢new window
50.民意協會(1985)。高雄市長蘇南成聲望調査結果。民意月刊，11。  延伸查詢new window
51.李穆生(20021200)。績效管理--臺南縣環境保護局推動績效管理實務介紹。人事月刊，35(6)=208，39-50。  延伸查詢new window
52.邱吉鶴(20010800)。資本支出計畫預算執行考核獎懲作業推動現況。研考雙月刊，25(4)=224，12-19。  延伸查詢new window
53.吳重禮、曹家鳳、蔡宜寧(20021000)。民意調查能否準確預測選舉結果--以2001年第五屆區域立法委員選舉為例。理論與政策，16(3)=63，19-35。new window  延伸查詢new window
54.施宗英(20000800)。計畫績效衡量的運用與推動策略。研考雙月刊，24(4)=218，44-53。  延伸查詢new window
55.鍾起岱(19960800)。以企業精神活化地方政府施政功能。研考報導，36，27-33。  延伸查詢new window
56.Ammons, D.、Coe, C.、Lombardo, M.(2001)。Performance-Comparison Projects in Local Government: Participants' Perspectives。Public Administration Review，61(1)，100-110。  new window
57.Behn, R.(2002)。The Psychological Barriers to Performance Management: Or Why Isn't Everyone Jumping on the Performance-Management Bandwagon。Public Performance & Management Review，26(1)，5-25。  new window
58.Boyne, G.、Walker, R.(2002)。Total Quality Management and Performance: An Evaluation of the Evidence and Lessons for Research on Public Organizations。Public Performance & Management Review，26(2)，111-131。  new window
59.Coe, B. A.(1997)。How Structural Conflicts Stymie Revolution。Public Administration Review，57(2)，168-173。  new window
60.Coe, Charles(1999)。Local government benchmarking: lessons from two major multi- government efforts。Public Administration Review，59(2)，110-134。  new window
61.Fiorelli, J. S.、Margolis, H.(1993)。Managing and Understanding Large Systems Change: Guidelines for Executives and Change Agents。Organizational Development Journal，11(3)，1-13。  new window
62.Gregory, R.(1999)。Social Capital Theory and Administrative Reform: Maintaining Ethical Probity in Public Service。Public Administration Review，59(1)，63-75。  new window
63.Grizzle, Gloria A.(2002)。Performance Measurement and Dysfunction: The Dark Side of Quantifying Work。Public Performance & Management Review，25(4)，363-369。  new window
64.Hennessey, J. Jr.(1998)。'Reveinventing' Government: Does Leadership Make the Difference?。Public Administration Review，58(6)，522-532。  new window
65.Hyde, A. C.(1992)。The Proverbs of Total Quality Management: Recharting the Path to Quality Improvement in the Public Sector。Public Productivity and Management Review，16(1)，26-37。  new window
66.Rosenbloom, D.(2001)。History Lessons for Reinventors。Public Administration Review，61(2)，161-165。  new window
67.Knill, C.(1999)。Explaining Cross-National Variance in Administrative Reform: Autonomous versus Instrumental Bureaucracies。Journal of Public Policy，19(2)，113-139。  new window
68.Page, Benjamin I.(1983)。Effects of Public Opinion on Policy。American Political Science Review，77(1)，175-190。  new window
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71.Poister, T.、Streib, G.(1999)。Performance Measurement in Municipal Government: Assessing the State of the Practice。Public Administration Review，59(4)，325-335。  new window
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89.吳松(1982)。美國公民對國內兩黨執政績效的比較。民意，62，31-32。  延伸查詢new window
90.Durning, Dan(1993)。Participatory Policy Analysis in a Social Service Agency: A Case Study。Journal of Policy Analysis and Management，12(2)，297-322。  new window
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139.楊秀娟(20010800)。我國施政績效評估制度之檢討與改進。研考雙月刊，25(4)=224，20-29。  延伸查詢new window
140.謝俊義(20020300)。社會資本、政策資源與政府績效。公共行政學報. 政大，6，87-122。new window  延伸查詢new window
141.李允傑、李天祥(20020800)。ISO9000與組織績效之迷思--以我國大學院校實施ISO9000系列驗證為例。空大行政學報，12，1-36。new window  延伸查詢new window
142.Kopczynski, Mary、Lombardo, Michael(1999)。Comparative Performance Measurement: Insights and Lessons Learned from a Consortium Effort。Public Administration Review，59(2)，124-134。  new window
143.Ammons, David N.(2002)。Performance Measurement and Managerial Thinking。Public Performance & Management Review，25(4)，344-347。  new window
144.Berman, Evan(2002)。How Useful is Performance Measurement。Public Performance & Management Review，25(4)，348-351。  new window
145.Bouckaert, Geert、Peters, B. Guy(2002)。Performance Measurement and Management: the Achilles' Heel in Administrative Modernization。Public Performance & Management Review，25(4)，359-362。  new window
146.Kelly, Janet M.(2002)。Why we should take performance measurement on Faith (Facts being hard to come by and not terribly important)。Public Performance & Management Review，25(4)，375-380。  new window
147.Peters, B. Guy(2000)。Policy Instruments and Public Management: Bridging the Gaps。Journal of Public Administration Research and Theory，10(1)，35-47。  new window
148.Radin, B. A.(1998)。The government Performance and Results Act (GPRA): Hydra-Headed Monster or Flexible Management Tool。Public Administration Review，58(4)，307-316。  new window
149.Ingraham, P. Wallace、Selden, S. C.、Moynihan, D. P.(2000)。People and Performance: Challenges for the Future Public Service--the Report from the Wye River Conference。Public Administration Review，60(1)，54-60。  new window
150.李允傑(19991000)。公部門之績效評估。人事月刊，29(4)=170，4-9+11+13-14。  延伸查詢new window
151.Mascarenhas, R. C.(1993)。Building an Enterprise Culture in the Public Sector: Reform of the Public Sector in Australia, Britain, and New Zealand。Public Administration Review，53(4)，319-328。  new window
152.Newcomer, K. E.、Downey, A.(1997)。Performance-Based Management in the Federal Government。PA Times，20(12)，4-5。  new window
153.呂育誠(19970800)。地方政府推動行政革新的策略與方法。中國行政，62，37-59。  延伸查詢new window
154.陳敦源(19990600)。顧客導向的省思與再突破：尋找服務的誘因結構。空大行政學報，9，209-235。new window  延伸查詢new window
155.蘇義雄(19920700)。公共政策與民意調查：建立民意測驗評估體系芻議。民意月刊，175，1-20。  延伸查詢new window
156.Brody, Richard A.、Page, Benjamin I.(1972)。Comment: The Assessment of Policy Voting。American Political Science Review，66(2)，450-458。  new window
157.Hood, Christopher(1991)。A Public Management for All Seasons?。Public Administration，69(1)，3-19。  new window
158.Arnold, Peri E.(1995)。Reform's Changing Role。Public Administration Review，55(5)，407-417。  new window
159.Brewer, Gene A.、Selden, Sally C.(2000)。Why elephants gallop: Assessing and predicting organizational performance in federal agencies。Journal of Public Administration Research and Theory，10(4)，685-712。  new window
160.Denhardt, Robert B.、Denhardt, Janet Vinzant(2000)。The New Public Service: Serving Rather Than Steering。Public Administration Review，60(6)，549-559。  new window
161.游盈隆(19920300)。Mass Politics in the Process of Taiwan's Regime Change: Attitudes, Values, and Partisan Preferences (1980-1986)。東吳政治學報，1，237-302。new window  new window
162.許立一(20020300)。新公共管理的省思：以黑堡觀點為基礎。公共行政學報，6，29-65。new window  延伸查詢new window
會議論文
1.張四明(1999)。我國政府首長施政滿意度調查的省思：兼論民意調查的科學基礎、政治功能與限制。「政府施政滿意度」研討會，世新大學民意調查中心 (會議日期: 1999/11/26)。臺北。  延伸查詢new window
2.周祖誠(1999)。李登輝總統聲望初探：1989-1999。政府施政滿意度研討會，世新大學民意調查中心主辦 (會議日期: 一九九九年十一月二十六日)。  延伸查詢new window
3.梁世武、楊君琦(1999)。國營機構服務品質與顧客滿意度初探。「政府施政滿意度」研討會，世新大學民意調查中心主辦 (會議日期: 一九九九年十一月二十六日)。  延伸查詢new window
4.黃國敏(1999)。台北、高雄兩市居民光榮感、施政滿意度與「三合一」選舉之分析。「政府施政滿意度」研討會，世新大學民意調查中心主辦 (會議日期: 一九九九年十一月二十六日)。  延伸查詢new window
5.張哲琛(1999)。人力與服務再造的成效與展望。「新公共管理：政府再造的理論與實務」研討會，中華國家競爭力研究學會主辦 (會議日期: 八十八年十月十六日)。  延伸查詢new window
6.Patterson, K. D.、Young, J. T.、Shapiro, R. Y.(1986)。Economic Status and Other Influences on Public Opinion toward Social Welfare Policies。The 1986 annual meeting of the Northeastern Political Science Association，(會議日期: November 13-15, 1988)。Boston。  new window
7.Shapiro, R.、Patterson, K. D.(1986)。The Dynamics of Public Opinion toward Social Welfare Policy。The annual meeting of the American Political Science Association，(會議日期: August 28-31, 1986)。Washington, DC。  new window
8.Deevy, Edward(1999)。The Challenge for the New Millennium: Building Resilient Rapid Response Public Service Organizations。The Conference of Public Servants Resource Development, Examination Yuan，考試院主辦 (會議日期: 1999/01/25-01/26)。Taipei。  new window
9.Cohen, S.、Eimicke, W.(1998)。The Use of Citizen Surveys in Measuring Agency Performance: The Case of the New York City Department of Parks and Recreation。The American Society for Public Administration annual meeting，(會議日期: 1998/05/09-05/13)。WA：Seatle。  new window
10.Bayly, R. D.(1999)。Reformation in Public Governance: The British Experience。公務人力資源發展會議，考試院主辦 (會議日期: 88/01/25-26)。  延伸查詢new window
11.蘇彩足(1999)。二十一世紀開端的美國文官。公務人力資源發展會議，考試院主辦 (會議日期: 1999/01/25-01/26)。  延伸查詢new window
12.梁世武(1999)。內閣施政滿意度：槪念分析與指標衡量。政府施政滿意度研討會，世新大學民意調查中心 (會議日期: 1999/11/26)。  延伸查詢new window
13.江明修(2000)。各國行政改革之比較及其對我國之啟示：面對千禧政黨輪替後的新思維。「新世紀的行政理論與實務」研討會，政治大學公共行政學系 (會議日期: 2001/04/29)。臺北。  延伸查詢new window
14.傅恆德(1999)。縣市長施政滿意度的結構、詮釋與比較：中部五縣市的研究。《政府施政滿意度》研討會，世新大學民意調查中心主辦 (會議日期: 1999/11/26)。臺北：世新大學民意調查中心。  延伸查詢new window
學位論文
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2.莫永榮(1997)。行政機關實施再造工程之研究--美國「國家績效評估報告」的啟示(碩士論文)。國立政治大學。  延伸查詢new window
3.林陽助(1996)。顧客滿意度決定模型與效果之研究--台灣自用小客車之實證(博士論文)。國立臺灣大學。new window  延伸查詢new window
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115.江岷欽、劉坤億(19990000)。企業型政府：理念．實務．省思。臺北：智勝文化。new window  延伸查詢new window
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其他
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圖書論文
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6.吳定(1993)。行政機關生產力衡量理論。行政績效評估專論選輯。  延伸查詢new window
7.陳義彥(1991)。政見與投票抉擇的關聯性--臺北縣縣長選舉的探討。臺灣地區選民的投票行為：一個理論模式的探討。台北。  延伸查詢new window
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11.Butcher, T.(1998)。The Citizen's Charter: Creating a Customer-orientated Civil Service。The Civil Service in an Era of Change。Vermont：Dartmouth。  new window
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15.Kirkpatrick, I.、Lucio, M.(1995)。Conclusion: The Politics of Quality and the Emergence of New Issues and Tensions within the Public Sector。The Politics of Quality in the Public Sector。NY：Routledge。  new window
16.McDonald, P.(1990)。Results-oriented Management: Australian Public Sector Financial Management, Accounting, and Budgeting Reform in the 1980's。Government Financial Management: Issues and Country Studies。DC：International Monetary Fund。  new window
17.Meyer, C.(1994)。創造卓越的圑隊。績效評估。臺北：天下。  延伸查詢new window
18.Ness, J.、Cucuzza, T.(1995)。善用作業基礎成本法。績效評估。臺北：天下。  延伸查詢new window
19.徐火炎(1998)。總論中「一九九一年政治滿意度研究報告」部分。台灣人看政治。台北：中華徵信所。  延伸查詢new window
20.詹中原(1999)。新公共管理與國家發展。新公共管理：政府再造的理論與實務。台北：五南。  延伸查詢new window
21.Bemelmans-Videc, M.(1998)。Introduction: Policy Instrument Choice and Evaluation。Carrots, Sticks, and Sermons: Policy Instruments and Their Evaluation。New Brunswick, NJ：Transaction。  new window
22.Goldman, F.、Barashares, E.(1996)。Performance and Accountability: Budget Reform in New Zealand。Budgeting and the Management of Public Spending。Cheltenham：Elgar。  new window
23.Kirkpatrick, I.、Lucio, M.(1995)。The uses of 'quality' in the British government's reform of the public sector。The Politics of Quality in the Public Sector。NY：Routledge。  new window
24.Rudd, C.(1991)。The Changing Structure of Public Expenditure。Reshaping the State: New Zealand's Bureaucratic Revolution。Oxford：Oxford Press。  new window
25.Simons, R.、Davila, A.(1998)。檢驗你的管理報酬率。績效評估。臺北：天下臺北。  延伸查詢new window
26.Sinclair, J.、Seifert, R.、Ironside, M.(1995)。Market-driven Reforms in Education: Performance, Quality and Industrial Relations。Politics of Quality in the Public Sector。NY：Routledge。  new window
27.Weissman, H.(1991)。Planning for Client Feedback: Content and Context。Public Management: The Essential Readings。Chicago：Lyceum。  new window
28.呂亞力(1998)。人事與政策。台灣人看政治。台北：中華徵信所。  延伸查詢new window
29.Converse, Philip E.(1975)。Public Opinion and Voting Behavior。Handbook of Political Science: Nongovernmental Politics。Reading, Mass.：Addison Wesley。  new window
30.丘昌泰(1999)。再造組織生機的動力--市民滿意經營的策略規畫。公共管理論文精選。台北：元照。  延伸查詢new window
31.許士軍(2002)。組織變革靠感受--不靠分析。引爆變革之心。臺北：天下遠見。  延伸查詢new window
32.洪永泰(1995)。數量分析與績效評估。行政績效評估專論選輯。台北：行政院研究發展考核委員會。  延伸查詢new window
33.許士軍(2000)。走向創新時代的組織績效評估。績效評估。台北：天下文化。  延伸查詢new window
34.Boyle, R.、Lemaire, D.、Rist, R. C.(1999)。Introduction: Building evaluation capacity。Building effective evaluation capacity: Lessons from practice。New Brunswick, NJ：Transaction。  new window
35.Drucker, P.(1995)。經理人真正需要的資訊。績效評估（哈佛商業評論精選）。臺北：天下。  延伸查詢new window
36.Eccles, R.(1991)。績效評估宣言。績效評估（哈佛商業評論精選）。臺北：天下。  延伸查詢new window
37.Mayne, J.、Zapico-Goni, E.(1999)。Effective Performance Monitoring: A Necessary Condition for Public Sector Reform。Monitoring Performance in the Public Sector: Future Directions from International Experience。NJ：Transaction。  new window
38.Wholey, J. S.(1999)。[Monitoring Performance in the Public Sector] Foreword。Monitoring Performance in the Public Sector。NJ：Transaction。  new window
39.Gianakis, G.、McCue, C.(1997)。Local Government Capacity Building through Performance Measurement。Handbook of Local Government Administration。New York：Marcel Dekker。  new window
40.高朗、徐火炎(1998)。總論中「一九九四年政治滿意度研究報告政策」部分。台灣人看政治。台北：中華徵信所。  延伸查詢new window
41.丘昌泰(1998)。一九九七年最新政治滿意度研究報告政策部分。臺灣人看政治。臺北：中華徵信所。  延伸查詢new window
42.丘昌泰(1997)。建立市民導向的新市府：政府再造運動的省思。政府再造。高雄：高雄市政府公教人力資源發展中心。  延伸查詢new window
43.Converse, Philip E.(1964)。The Nature of Belief Systems in Mass Publics。Ideology and Discontent。Free Press。  new window
44.江岷欽(1997)。行政革新的希望工程：企業型政府的理念與實務。政府再造。高雄：高雄市政府公教人力資源發展中心。  延伸查詢new window
45.江岷欽(1999)。政府再造與顧客導向的服務理念。公共管理論文精選。臺北：元照。  延伸查詢new window
46.孫本初(1999)。公共管理及其未來的發展趨勢。公共管理論文精選。台北：元照。  延伸查詢new window
47.Kirkpatrick, I.、Lucio, M.(1995)。Introduction: The Politics of Quality in the Public Sector。The Politics of Quality in the Public Sector。Routledge。  new window
 
 
 
 
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