Please use this identifier to cite or link to this item: http://hdl.handle.net/11328/966
Title: How do Citizen Shops Address Users’.
Authors: Carvalho, Cláudia
Brito, Carlos Melo
Keywords: Public services delivery
Citizen shops
Quality
Satisfaction
Expectations
Issue Date: 2011
Citation: Carvalho, C., & Brito, Carlos Melo (2011). How do Citizen Shops Address Users’. In XV IRSPM 2011: Conference Value, Innovation and Partnership, Trinity College Dublin, 11-13 abr. 2011.
Abstract: In order to address new demands from citizens and companies, public agencies have been developing new forms of delivering public services within a multi-channel logic. In this context, Citizen Shops have been designed to improve speed of response, procedures simplification and, most of all, service quality. This paper considers that service quality is strongly connected to quality perceived by the users, and consequently focuses on citizen’s expectations and perceptions within a marketing perspective. Emotions and the zone of tolerance are also analysed. Given the nature of the research problem, investigation followed a case-study methodology. The authors present an adaptation of the Critical Incident Technique and analyse an extensive qualitative and quantitative data collection. In terms of conclusions, this study sheds light on the type of relationship that occurs between the citizen and the public agency in an environment featured by an innovative organizational culture in the context of Public Administration, strongly influenced by the societal circumstances.
URI: http://hdl.handle.net/11328/966
Appears in Collections:REMIT - Comunicações a Congressos Internacionais / Papers in International Meetings

Files in This Item:
File Description SizeFormat 
IRSPM 2011_Carvalho & Brito - final paper.pdf131.27 kBAdobe PDFView/Open


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.