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Evaluating Consumer Perceptions of Government Services Quality
Services Marketing Quarterly Pub Date : 2020-04-02 , DOI: 10.1080/15332969.2020.1742981 Nese Nasif 1 , Xiaojing Sheng 2 , Joel Chilsen 1, 3
Services Marketing Quarterly Pub Date : 2020-04-02 , DOI: 10.1080/15332969.2020.1742981 Nese Nasif 1 , Xiaojing Sheng 2 , Joel Chilsen 1, 3
Affiliation
Abstract Finding effective measures of service quality has been a marketing research priority. This investigation proposes that consumers may evaluate government services quality on dimensions not previously considered. Consequently, current service quality assessment instruments may be insufficient in a public sector services context. Based on prior theory, seven distinguishing features of government service provision were delineated. Emergent themes of public sector services evaluations are evaluated. Findings include: (1) consumers consider co-creation obligations substantially in service quality evaluations; (2) dual roles of private consumer and public citizen are both present in government services consumption. Practical implications and future research are discussed.
中文翻译:
评估消费者对政府服务质量的看法
摘要寻找服务质量的有效措施已成为市场研究的重点。这项调查表明,消费者可以在先前未考虑的维度上评估政府服务质量。因此,在公共部门服务的背景下,当前的服务质量评估工具可能不足。在先验理论的基础上,勾画出政府服务提供的七个显着特征。对公共部门服务评估中新出现的主题进行评估。调查结果包括:(1)消费者在服务质量评估中充分考虑共同创造义务;(2)政府服务消费中同时存在私人消费者和公共公民的双重角色。讨论了实际意义和未来的研究。
更新日期:2020-04-02
中文翻译:
评估消费者对政府服务质量的看法
摘要寻找服务质量的有效措施已成为市场研究的重点。这项调查表明,消费者可以在先前未考虑的维度上评估政府服务质量。因此,在公共部门服务的背景下,当前的服务质量评估工具可能不足。在先验理论的基础上,勾画出政府服务提供的七个显着特征。对公共部门服务评估中新出现的主题进行评估。调查结果包括:(1)消费者在服务质量评估中充分考虑共同创造义务;(2)政府服务消费中同时存在私人消费者和公共公民的双重角色。讨论了实际意义和未来的研究。