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- KurzbeschreibungThe public administration''s field of functions has <br>developed in the course of time. Whereas the state <br>originally exercised the sovereign rights of a <br>country only, today it increasingly acts as a <br>service provider that seeks to please its customers. <br>Therefore service quality management has become <br>necessary in the public sector. Management theories <br>from the private sector essentially influence the <br>quality management techniques that are applied. <br>However, they have to be adapted to the special <br>conditions in public service provision.<br>This book attempts to give answers to the following <br>five questions:<br>How can public service quality be defined?<br>How can a standardised level of quality in public <br>services be guaranteed?<br>How can a public administraton''s citizen contacts be <br>categorised?<br>How can quality standards ideally be determined to <br>guarantee a homogenous quality of interaction <br>between the public administration and the citizens?<br>What measures are already taken in Austria and Italy?<br>The focus of interest is on the national and EU <br>level, although positive examples from local <br>administrative entities serve for demonstration.
- AutorVerena Michalitsch
- Seiten124 Seiten
- Gewicht201 g
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