Please use this identifier to cite or link to this item: http://hdl.handle.net/11328/1795
Title: Towards a conceptual model for assessing the quality of public services
Authors: Cláudia, Carvalho
Carlos, Brito
Cabral, José Sarsfield
Keywords: Public services
Service quality
Satisfaction
Dissatisfaction
Emotions
Issue Date: 2010
Publisher: Springer
Citation: Carvalho, C., Brito, C., & Cabral, J.S. (2010). Towards a conceptual model for assessing the quality of public services. Int Rev Public Nonprofit Mark, 7, 69–86. doi:10.1007/s12208-010-0046-5. Disponível no Repositório UPT, http://hdl.handle.net/11328/1795
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.
URI: http://hdl.handle.net/11328/1795
Appears in Collections:REMIT – Artigos em Revistas Internacionais / Papers in International Journals

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