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A customer‐oriented service‐enhancement system for the public sector

Chi‐Kuang Chen (Department of Industrial Engineering and Management, Yuan Ze University, Taiwan, Republic of China)
Chang‐Hsi Yu (Department of Industrial Engineering and Management, Yuan Ze University, Taiwan, Republic of China)
Shiow‐Jiuan Yang (Research Development and Evaluation Commission, Executive Yuan, Taiwan, Republic of China)
Hsiu‐Chen Chang (Department of Management, National Kaohsiung First University of Science and Technology, Taiwan, Republic of China)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 2004

Abstract

This paper develops a customer‐oriented service model for the public sector. Although customer‐oriented service models have become popular since 1980, most studies have been restricted to the private sector. In addition, they have emphasised the management of service operations rather than system design. This paper proposes a customer‐oriented service‐enhancement system (COSES) for the public sector. The model employs two dimensions: design and management of a customer‐oriented service system; and the fostering of organizational service culture. In this COSES model, the best practices of public agencies are empirically examined with respect to: the types of customer‐oriented service activities that can be developed; and how they can be developed.

Keywords

Citation

Chen, C., Yu, C., Yang, S. and Chang, H. (2004), "A customer‐oriented service‐enhancement system for the public sector", Managing Service Quality: An International Journal, Vol. 14 No. 5, pp. 414-425. https://doi.org/10.1108/09604520410558010

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited