Towards a Conceptual Model for Assessing the Quality of Public Services

• Type: Article in International Scientific Journal
• Date: 2010

Authors

Cláudia Carvalho (Author) Other; Carlos Brito (Author) Other; José Sarsfield Cabral (Author) FEUP

Journal

Title: International Review on Public and Nonprofit Marketing

Vol. 7 No. 1

Pages: 69-86

ISSN: 1865-1984

Publisher: Springer Nature

Indexing

Scopus - 15 Citations

Scientific classification

FOS: Engineering and technology > Other engineering and technologies

Other information

Authenticus ID: 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.

Language: English

Type (Professor's evaluation): Scientific