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題名：基層行政機關服務品質之研究：衡量構面的提出
書刊名：行政暨政策學報
作者：陳偉華
作者(外文)：Chen, Wei-hua
出版日期：2002
卷期：35
頁次：頁205-233
主題關鍵詞：顧客導向；服務品質；品質管理；基層官僚機關；Customer-oriented；Service quality；Quality management；Street level bureaucracy
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(1) 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:1
  • 共同引用共同引用:144
  • 點閱點閱:37
　　近年來，公共服務的管理本質已然不變，觀察過去政府服務品質的相關研究，均引用企業服務品質概念陳述公務部門提昇服務品質的應然路徑，此舉將造成研究者對政府服務品質的認知落差，本研究日的在闡釋政府再造理論中的顧客導向之服務理念，並試圖以西方各國經驗為基石，建構適用於我國的顧客導向衡量概念，進而構築優質的顧客導向之服務傳遞系統。 　　據此，本文將從企業服務品質理論出發，從顧客需求觀點思考政府服務品質的實質內涵，並引介西方國家政府機關實施顧客導向與品質管理的運作經驗，討論我國基層行政機關提昇服務品質的可行作法。 　　最後，經由理論面與實務面的探究，本文嘗試提出基層行政機關服務品質之衡量構面一「品質關懷衡量構面」（QualityCARE），期望此一初始性概念的呈現可提供後續實證研究的基礎。
　　The nature of management in the public services has substantially changed in the past few years. This research aims to explore how customer-oriented public services can be best designed and managed. Based on the literature and the experience of westem countries, this study specifically evaluates the feasibility of quality management for public services in Taiwan, as well as the establishment of public services content and delivery. 　　The research findings reveal five dimensions and relevant factors of content and delivery for public services, named QualityCARE. The service content includes a single dimension called Quality Assurance. Another four dimensions-Concern, AccessibiIity, Responsiveness and Environment-are categorized in the service delivery process. Hopefully, these findings can serve as the foundation for future empirical studies.
期刊論文
1.Denhardt, Robert B.(1999)。The future of Public Administration: Challenges to Democracy, Citizenship, and Ethics。Public Administration & Management: An Interactive Journal，4(2)，279-292。  new window
2.Grönroos, C.(1982)。A Service-Oriented Approach to Marketing of Service。European Journal of Marketing，12(8)，588-601。  new window
3.Hill, Micheal(1997)。Implementation Theory: yesterday's issue?。Policy and Politics，25(4)，375-385。  new window
4.West, J.、Berman, E.、Milakovich, M.(1993)。Implementing TQM in Local Government: The Leadership Challenge。Public Productivity and Management Review，17(2)，175-189。  new window
5.Zeithaml, V. A.、Parasuraman, A.、Berry, L. L.(1985)。Problems and Strategies in Service Marketing。Journal of Marketing，49(2)，33-46。  new window
6.Martin, William B.(1986)。Defining What Quality Service Is for You?。Cornell Hotel and Restaurant Administration Quarterly，26(4)，32-38。  new window
7.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
8.Schvaneveldt, Shane J.、Enkawa, Takao、Miyakawa, Masami(1991)。Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality。Total Quality Management，2(2)，149-161。  new window
9.Parasuraman, A. P.、Zeithaml, Valarie A.、Berry, Leonard L.(1985)。A Conceptual Model of Service Quality and Its Implication for Future Research。Journal of Marketing，49(4)，41-50。  new window
10.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
研究報告
1.Zeithaml, V. A.(1987)。Defining and Relating Price, Perceived Quality, and Perceived Value。Cambridge, MA：Marketing Science Institute。  new window
學位論文
1.金玉珍(2000)。洽公民眾對台北市區公所服務品質看法之研究(碩士論文)。國立政治大學。  延伸查詢new window
2.張琦雅(1998)。服務接觸與服務品質之關聯性研究--以推廣教育之口譯教學為例(碩士論文)。國立中興大學。  延伸查詢new window
圖書
1.Stupak, R. J.、Leitner, P. M.(2001)。Handbook of Public Quality Management。Marcel Dekker。  new window
2.Armistead, C. G.(1985)。Design of Service Operations: Operations Management in Service Industries and the Public Sector。New York：John Wiley & Sons, Inc.。  new window
3.Brown, S.、Gummesson, E.、Edvardsson, B.、Gustavsson, B.(1991)。Service Quality: Multidisciplinary and Multinational Perspectives。Lexington, MA：Lexington Books。  new window
4.Corsby, Philip B.(1988)。The Eternally Successful Qrganization。New York, NY：Penguin Books。  new window
5.Denhardt, R. B.(1993)。The Pursuit of Significance: Strategies for Managerial Success in Public Organizations。Waveland：Natemeyer-McMahon。  new window
6.Schmidt, Faye(1998)。Satisfaction Surveying: Common Measurements Tool。Canadian Centre for Management Development (CCMD)。  new window
7.Grönroos, C.(1983)。Strategy Management and Marketing in the Service Sector。Cambridge, Mass：Marketing Science Institute。  new window
8.Gore, A.(1997)。Putting Customers First'97: Standards for Serving the American People。Washington, DC：U.S. Government Print Office。  new window
9.Grubbs, M. R.、Reidenbach, R. E.(1991)。Customer Service Renaissance。Illinois：Probus Publishing Company。  new window
10.Kettl, D. F.(2000)。The Global Public Management Revolution。Washington, DC：Brookings Institution Press。  new window
11.Koehler J. W.、Pankowski, J. M.(1996)。Quality Government--Designing, Developing, and Implementing TQM。Florida：St. Lucie Press。  new window
12.Lewis, F. L.(1991)。Introduction to Total Quality Management in the Federal Government。Washington, DC：Federal Quality Institute。  new window
13.National Governor's Association(1992)。Total Quality Management Initiatives in State Government。Washington, DC：National Governor's Association。  new window
14.Milakovich, M. E.(1995)。Improving Service Quality: Achieving High Performance in the Public and Private Sectors。Delray Beach, FL：St. Lucie Press。  new window
15.Organisation for Economic Cooperation and Development(2000)。Government of the Future。Paris：Secretary-General of the OECD。  new window
16.Osborne, D.、Plastrik, P.(2000)。The Reinventor's fieldbook: Tools for Transforming Your Government。New York：Jossey-Bass Books。  new window
17.Prior, D.、Stewart, J.、Walsh, K.(1995)。Citizenship: Rights, Community and Participation。London：Pitman Pub.。  new window
18.Shields, J.、Evans, B. M.(1998)。Shrinking the State: Globalization and Public Administration "Reform"。Nova Scotia：Fernwood Press。  new window
19.Deming, W. Edwards(1982)。Quality, Productivity and Competitive Position。Cambridge, Massachusetts：Massachusetts Institute of Technology, Center for Advanced Engineering Study。  new window
20.Gore, A.(1993)。Creating a Government that Works Better and Costs Less: Report of the National Performance Review。Washington, DC：U.S. Government Print Office。  new window
21.Juran, Joseph M.(1989)。Juran on Leadership for Quality: An Executive Handbook。Free Press。  new window
22.Sasser, W. Earl、Olsen, Richard Paul、Wyckoff, D. Daryl(1978)。Management of Service Operations: Text and Cases。Allyn & Bacon, Inc.。  new window
23.Osborne, David、Gaebler, Ted(1992)。Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector。Addison-Wesley Publishing Company。  new window
24.Osborne, David、Plastrik, Peter(1997)。Banishing Bureaucracy: The Five Strategies for Reinventing Government。Addison-Wesley Publishing Company, Inc.。  new window
25.Zeithaml, Valarie A.、Parasuraman, A.、Berry, Leonard L.(1990)。Delivering Quality Service: Balancing Customer Perceptions and Expectations。New York：Simon and Schuster。  new window
26.Crosby, Philip B.(1979)。Quality is Free。New York, NY：McGraw-Hill Book Co.。  new window
27.Grönroos, Christian(1990)。Service management and marketing: managing the moments of truth service competition。Lexington Books。  new window
28.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
29.Rosenbloom, David H.(1998)。Public Administration: Understanding Management, Politics, and Law in the Public Sector。McGraw-Hill, Inc.。  new window
 
 
 
 
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