Assessing users' perceptions on how to improve public services quality.

dc.contributor.authorBrito, Carlos
dc.contributor.authorCarvalho, Cláudia
dc.date.accessioned2014-06-06T10:38:09Z
dc.date.available2014-06-06T10:38:09Z
dc.date.issued2012
dc.description.abstractIn order to address new demands from citizens and companies, public agencies are developing new ways of delivering public services within a multi-channel logic. In this context, Citizen Shops have been designed to increase speed of response, to simplify procedures and, above all, to improve service quality. This article aims to evaluate the perceptions of users of public services in order to improve their quality. The article follows a marketing perspective, paying special attention to citizens’ expectations and perceptions and to the role of emotions in the encounter. Given the nature of the research issue, the investigation followed a case-study methodology. The authors pre- sent an adaptation of the Critical Incident Technique and analyse extensive qualitative and quantitative data collected in six Portu- guese Citizen Shops. The findings show that expectations are extremely dynamic and play a relevant role in users’ satisfaction. Satisfy- ing and neutral attributes were identified, and the Critical Incident Technique also revealed the importance of emotions in the encounter.pt
dc.identifier.citationCarvalho, C., & Brito, C. (2012). Assessing users' perceptions on how to improve public services quality. Public Management Review, 14 (4), 451-472. doi: 10.1080/14719037.2011.649976.pt
dc.identifier.issn1471-9037
dc.identifier.urihttp://hdl.handle.net/11328/763
dc.language.isoengpt
dc.publisherTaylor & Francispt
dc.rightsopen accesspt
dc.subjectPublic servicespt
dc.subjectCitizen Shopspt
dc.subjectQualitypt
dc.subjectSatisfactionpt
dc.subjectExpectationspt
dc.subjectEmotionspt
dc.titleAssessing users' perceptions on how to improve public services quality.pt
dc.typejournal articlept
dspace.entity.typePublicationen
person.affiliation.nameUniversidade Portucalense Infante D. Henrique
person.familyNameCarvalho
person.givenNameCláudia
person.identifier.ciencia-id6817-458C-8C25
person.identifier.orcid0000-0001-7344-8488
person.identifier.scopus-author-id35726607600
relation.isAuthorOfPublication46ac45f9-d543-4b0e-b519-f63b7e15e0b3
relation.isAuthorOfPublication.latestForDiscovery46ac45f9-d543-4b0e-b519-f63b7e15e0b3

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