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| 顾客感知行政服务质量管理 | |
| 引用本文： | 吕维霞,刘彦波,陈晔. 顾客感知行政服务质量管理[J]. 兰州大学学报(社会科学版), 2009, 37(1) |
| 作者姓名： | 吕维霞 刘彦波 陈晔 |
| 作者单位： | 1. 对外经济贸易大学,公共管理学院,北京,100029 2. 教育部发展规划司,北京,100816 3. 南开大学,泰达学院,天津,300457 |
| 基金项目： | 教育部人文社会科学研究规划项目 |
| 摘 要： | 加强顾客感知行政服务质量管理是促进服务型政府建设的有效途径.顾客感知行政服务质量是由感知过程和感知结果组成.顾客感知行政服务质量主要维度有公平守法性、公开透明性、廉价性和公务员服务精神.这些维度也是测评政府行政服务的主要指标. |
| 关 键 词： | 政府绩效评估 行政服务质量 顾客感知 维度测评 |
Management of Customers' Perception to the Administrative Service Quality |
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| Lü We-xia,LIU Yan-bo,CHEN Ye. Management of Customers' Perception to the Administrative Service Quality[J]. Journal of Lanzhor University(Social Sciences), 2009, 37(1) | |
| Authors: | Lü We-xia LIU Yan-bo CHEN Ye |
| Affiliation: | 1.School of Public Management;University of Foreign Economics and Trade;Beijing 100029;2.Development and Planning Department;Ministry of Education;Beijing 100816;3.Taida College;Nankai University;Tianjing 300457;China |
| Abstract: | The reinforcement of the management of customers' perception to the administrative service quality is an efficient way for the construction of the service government.The customers' perception to the administrative service quality is composed of perception process and perception result.Its main dimensions include equal law- abidance,openness and transparency,low cost and service spirit of the civil servants,which are also the chief quotas for measuring government administrative service. |
| Keywords: | appraisal of government's achievements and efficiency administrative service quality customers' perception dimension measurement |
| 本文献已被 CNKI 万方数据 等数据库收录！ | |