Towards a Conceptual Model for Assessing the Quality of Public Services

• Tipo: Artigo em Revista Científica Internacional
• Data: 2010

Autores

Cláudia Carvalho (Autor) Outra; Carlos Brito (Autor) Outra; José Sarsfield Cabral (Autor) FEUP

Revista

Título: International Review on Public and Nonprofit Marketing

Vol. 7 Nº 1

Páginas: 69-86

ISSN: 1865-1984

Editora: Springer Nature

Indexação

Scopus - 15 Citações

Classificação Científica

FOS: Ciências da engenharia e tecnologias > Outras ciências da engenharia e tecnologias

Outras Informações

ID Authenticus: P-007-T4Q

DOI: 10.1007/s12208-010-0046-5

Abstract (EN): 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.

Idioma: Inglês

Tipo (Avaliação Docente): Científica