Abstract: Public service quality is a recent trend in the context of new public management. During the 1990s, public service quality initiatives have been launched in numerous countries at various levels of government. These initiatives have involved a variety of approaches: professional standard setting, service excellence based on users' perception of quality, government granted rights and choice for consumers, and the activity of consumer movements. Public service quality is considered on three levels: the micro level related to the output of the service delivery, the meso level related to the outcome of the service, and the macro level related to public values. Various stakeholders of evaluations of service quality efforts are identified and their expected use of evaluation is discussed. Three roles of education are described: one in the implementation of public service quality, another in evaluation of the success of service quality initiatives, and a third role of evaluating higher levl outcomes. It is argued that even if evaluation techniques are necessary tools for improving service quality at the micro level during implementation, it is even more important to evaluate these initiatives against higher level policy goals and social values.
Publication Year: 1998
Publication Date: 1998-04-01
Language: en
Type: article
Indexed In: ['crossref']
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Cited By Count: 7
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