美國顧客滿意與標竿學習--兼論我國地方政府滿意度比較分析_

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題名：	美國顧客滿意與標竿學習--兼論我國地方政府滿意度比較分析
書刊名：	中國行政評論
作者：	翁興利／劉祥得
作者(外文)：	Wong, Seng-lee／Liu, Hsiang-te
出版日期：	2003
卷期：	12:4
頁次：	頁171-204
主題關鍵詞：	地方政府再造；品質管理；標竿學習；Reinventing local government；Quality management；Benchmarking learning
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(3) 博士論文(2) 專書(0) 專書論文(0) 排除自我引用:3 共同引用:0 點閱:26

目前美國地方政府管理思潮已逐漸從輸入面管制，移轉至輸出面的控管。績效、服務品質的評量與比較，已逐漸成為地方政府新的管理重心。然而，我國政府再造之重心似乎偏重中央而輕地方，有鑑於此，本文根據美國著名私人企業及地方政府的改造經驗，闡述美國地方管理重心的遞移及其思潮。此外，為奠基我國地方政府之互相學習基礎，本研究針對我國民眾切身關心之民生議題，進行為期半年之實證調查。此一調查旨在回答：1.影響民眾施政滿意度高低之解釋變項為何?2.不同都會與地理區域民眾對各民生議題是否具有顯著不同之滿意程度?研究發現有助地方政府標竿學習與施政優先次序擬定之參考。

以文找文

Currently local government management in every country has generally transferred from input controls-oriented to output controls-oriented. Efficiency, the evaluation and the analysis of services are the main concerns of local government management. However, the local government reinventing in our country seems to put more emphasis on the central government than on the local governments. Thus, in this paper, the experiences of some famous foreign private enterprises and in some advanced countries will be discussed to explain the changes and the trends. A half-year empirical investigation is also conducted on some practical issues of the people in our country. The purpose of this study is to find out the answers to the following two questions: 1.What are the factors that influence people's support toward local government?2 .Do people from different cities and areas have different satisfaction degree on different policy issues? This study will provide some useful information for local government benchmarking and the priority of local government policies.

以文找文

期刊論文
1.	Fischer, R. J.(1994)。An Overview of Performance Measurement。Public Management，96(9)，2-8。
2.	Coe, Charles(1999)。Local government benchmarking: lessons from two major multi- government efforts。Public Administration Review，59(2)，110-134。
3.	Bruder, Kenneth A., Jr.、Gray, Edward M.(1994)。Public-Sector Benchmarking: A Practical Approach。Public Management，96(9)，9-14。
4.	Parasuraman, A.、Zeithaml, V. A.、Berry, L. L.(1994)。Reassessment of Expectations as a Comparison Standard in Measuring Sevice Quality: Implications for Further Research。Journal of Marketing，58(1)，111-124。
5.	Brudney, Jeffeiy L.、Hebert, F. Ted、Wright, Deil S.(1999)。Reinventing Government in the American States: Measuring and Explaining Administrative Reform。Public Administration Review，59(1)，19-30。
6.	Ammons, D. N.(1995)。Overcoming the inadequacies of Performance Measurement in Local Government: The Case of Libraries and Leisure Services。Public Administration Review，55(1)，37-47。
7.	Percy, S.(1986)。In Defense of Citizen Evaluations as Performance Measures。Urban Affairs Quarterly，22(1)，66-83。
8.	Rosentraub, M. S.、Thompson, L.(1981)。The Use of Surveys of Satisfaction for Evaluations。Policy Studies Journal，9(7)，990-999。
9.	Parks, R. B.(1984)。Linking Objective and Subjective Measures of Performance。Public Administration Review，44(2)，118-127。
10.	Brown, K.、Coulter, P. B.(1983)。Subjective and Objective Measures of Police Service Delivery。Public Administration Review，42(1)，50-58。
11.	Ammons, D. N.(1999)。A Proper Mentality for Benchmarking。Public Administration Review，59(2)，105-109。
12.	Ammons, David N.、Coe, Charles、Lombardo, Michael(2001)。Performance-Comparison Project in Local Government: Participants' Perspectives。Public Administration Review，61(1)，100-110。
13.	Brudney, Jeffrey L.、England, Robert E.(1982)。Urban Policy Making and Subjective Service Evaluations: Are They Compatible?。Public Administration Review，42(2)，127-135。
14.	Kouzmin, Alexander、Löffler, Elke、Klages, Helmut、Koroc-Kakabadse, Nada(1999)。Benchmarking and Performance Measurement in Public Sectors: Towards Learning for Agency Effectiveness。The International Journal of Public Sector Management，12(2)，121-144。
15.	Stoker, Gerry(1996)。The Struggle to Reform Local Government: 1970-95。Public Money & Management，16(1)，17-22。
16.	Tichelar, M.(1998)。Evaluating Performance Indicators: Current Trends in Local Government。Local Government Studies，24(3)，29-35。
17.	Walters, Jonathan(1994)。The Benchmarking Craze。Governing，April，33-37。
18.	Kopczynski, Mary、Lombardo, Michael(1999)。Comparative Performance Measurement: Insights and Lessons Learned from a Consortium Effort。Public Administration Review，59(2)，124-134。
19.	Zeithaml, Valarie A.、Berry, Leonard L.、Parasuraman, Ananthanarayanan Parsu(1996)。The behavioral consequences of service quality。Journal of Marketing，60(2)，31-46。
20.	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。
21.	Keehley, Patricia、MacBride, Sue(1997)。Can Benchmarking for Best Practices Work for Government?。Quality Progress，March，75-80。
22.	Kelly, J. M.、Swindell, D.(2002)。A Multiple-Indicator Approach to Municipal Service Evaluation: Correlating Performance Measurement and Citizen Satisfaction across Jurisdiction。Public Administration Review，62(3)，610-621。
23.	Leach, Robert(1994)。Reorganising for Enabling? Restructuring Local Government for an Altered Role。Public Policy and Administration，9(3)，52-62。
24.	Melkers, J.、Thomas, J. C.(1998)。What Does Administrators Think Citizens Think? Administrator Predictions as an Adjunct to Citizen Surveys。Public Administration Review，58(4)，327-334。
25.	Smith, B. C.(1998)。'Enabling' and the 1993 Local Government Act in New South Wales。Public Administration & Policy，76，559-578。
26.	Brian, S.(1979)。Citizen Satisfaction with Urban Services: Potential Misuse as a Performance Indicator。Public Administration Review，39(1)，46-52。
27.	Watson, D. J.、Juster, R. J.、Johnson, G. W.(1991)。Institutionalized Uses of Citizen Surveys in the Budgentary and Policy-Making Process: A Small City Case Study。Public Administration Review，51(3)，232-239。
28.	Wholey, J. S.、Hantry, H. P.(1992)。The Case for Performance Monitoring。Public Administration Review，52(6)，604-610。
29.	Wilson, D. J.(1993)。Turning Drama into a Crisis: Perspectives on Contemporary Local Government。Public Policy and Administration，8(1)，30-43。

圖書
1.	Cook, Sarah(1995)。Practical Benchmarking: A Manager's Guide to Creating a Competitive Advantage。London, UK：Kagan Page Limited。
2.	Zairi, Mohamed、Leonard, Paul(1994)。Practical benchmarking : The complete guide。New York, NY：Chapman ＆ Hill。
3.	Karlöf, Bengt、Östblom, Svante(1993)。Benchmarking: A Signpost to Excellence in Quality and Productivity。New York, NY：John Wiley & Sons, Ltd.。
4.	Wildavsky, Aaron(1979)。Truth to Power: The Art and Craft of Policy Analysis。Boston：Little, Brown and Company。
5.	Bogan, Christopher E.、English, Michael J.(1994)。Benchmarking for Best Practices。New York, NY：McGraw-Hill。
6.	Camp, Robert C.(1995)。Business Process Benchmarking: Finding and Implementing Best Practices。Milwaukee, WI：ASQC Quality Press。
7.	Ammons, David N.(1996)。Municipal Benchmarks: Assessing Local Performance and Establishing Community Standards。Thousand Oaks, CA：Sage。
8.	Kerley, Richard(1994)。Managing in Local Government。London：The Macmillan Press。
9.	Keehley, P.、Medlin, S.、MacBride, S.、Longmire, L.(1997)。Benchmarking for Best Practices in the Public Sector。San Francisco：Jossey-Bass Publishers。
10.	趙永茂(1997)。中央與地方權限劃分的理論與實際：兼論台灣地方政府的變革方向。台北：翰蘆圖書出版公司。延伸查詢
11.	Osborne, David、Gaebler, Ted(1992)。Reinventing Government: How the Entrepreneurial Spirit is Transforming the Public Sector。Addison-Wesley Publishing Company。
12.	Barzelay, M.、Armajani, B. J.(1992)。Breaking through Bureaucracy: A New Vision for Managing in Government。Berkeley, CA。
13.	(1993)。Revitalized State and Local Public Service。Revitalized State and Local Public Service。San Francisco, CA。

圖書論文
1.	Andersen, Bjørn(1995)。Benchmarking。Performance Management: A Business Process Benchmarking Approach。New York：Chapman & Hall。
2.	Klages, H.、Masser, K.(1996)。Ratios and indicators as a new and essential part of present administrative reform。Quality, Innovation and Measurement in the Public Sector。Switzerland。

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