Service management in PSOs: how to embed citizen preferences
Introduction Many studies argue that the value of a service depends both on its core business (its technical content) and any accessory characteristics that complement the process of its delivery (Normann, 2002). This is especially true in the public sector, where the concept of service has changed over time due to the fact that the performance of a service is not solely about it being seen to be 刦it for purpose., but is strictly related to the subjective experience of this service by the consumer, consisting of the confluence of their expectations of the service and their perception of the process.
Maria Cucciniello Greta Nasi Stephen Osborne
国际会议
上海
英文
1-13
2012-05-25（万方平台首次上网日期，不代表论文的发表时间）