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Author: F. Morgeson Publisher: Palgrave Macmillan ISBN: 9781349344154 Category : Social Science Languages : en Pages : 217
Book Description
Citizen Satisfaction investigates the topic of satisfaction with government services from a variety of perspectives, using case studies and empirical results from satisfaction studies at the federal level.
Author: F. Morgeson Publisher: Palgrave Macmillan ISBN: 9781349344154 Category : Social Science Languages : en Pages : 217
Book Description
Citizen Satisfaction investigates the topic of satisfaction with government services from a variety of perspectives, using case studies and empirical results from satisfaction studies at the federal level.
Author: F. Morgeson Publisher: Springer ISBN: 1137047135 Category : Social Science Languages : en Pages : 323
Book Description
Citizen Satisfaction investigates the topic of satisfaction with government services from a variety of perspectives, using case studies and empirical results from satisfaction studies at the federal level.
Author: Vilma Luoma-aho Publisher: John Wiley & Sons ISBN: 111926314X Category : Language Arts & Disciplines Languages : en Pages : 517
Book Description
A multidisciplinary collection on global public entity strategic communication Research into public sector communication investigates the interaction between public and governmental entities and citizens within their sphere of influence. Today’s public sector organizations are operating in environments where people receive their information from multiple sources. Although modern research demonstrates the immense impact public entities have on democracy and societal welfare, communication in this context is often overlooked. Public sector organizations need to develop “communicative intelligence” in balancing their institutional agendas and aims of public engagement. The Handbook of Public Sector Communication is the first comprehensive volume to explore the field. This timely, innovative volume examines the societal role, environment, goals, practices, and development of public sector strategic communication. International in scope, this handbook describes and analyzes the contexts, policies, issues, and questions that shape public sector communication. An interdisciplinary team of leading experts discusses diverse subjects of rising importance to public sector, government, and political communication. Topics include social exchange relationships, crisis communication, citizen expectations, measuring and evaluating media, diversity and inclusion, and more. Providing current research and global perspectives, this important resource: Addresses the questions public sector communicators face today Summarizes the current state of public sector communication worldwide Clarifies contemporary trends and practices including mediatization, citizen engagement, and change and expectation management Addresses global challenges and crises such as corruption and bureaucratic roadblocks Provides a framework for measuring communication effectiveness Requiring minimal prior knowledge of the field, The Handbook of Public Sector Communication is a valuable tool for academics, students, and practitioners in areas of public administration, public management, political communication, strategic and organizational communication, and related fields such as political science, sociology, marketing, journalism, and globalization studies.
Author: Uwe Deichmann Publisher: World Bank Publications ISBN: Category : Cities and towns Languages : en Pages : 40
Book Description
Citizen feedback is considered an effective means for improving the performance of public utilities. But how well does such information reflect the actual quality of service delivery? Do so-called scorecards or report cards measure public service delivery accurately, or do personal and community characteristics have a significant impact on residents' assessment of service quality? Deichmann and Lall investigate these questions using newly available household survey data on access to and satisfaction with selected public services in two Indian cities-Bangalore and Jaipur. They develop a framework where actual levels of services received, as well as expectations about service performance, influence a household's satisfaction with service delivery. The authors find that satisfaction increases with improvements in the household's own service status, a finding that supports the use of scorecard initiatives. But the results also suggest that a household's satisfaction is influenced by how service quality compares with that of its neighbors or peers and by household level characteristics such as welfare and tenure status. This implies that responses in satisfaction surveys are at least in part determined by factors that are unrelated to the service performance experienced by the household.
Author: Alexander Schellong Publisher: Peter Lang ISBN: 9783631578445 Category : Customer relations Languages : en Pages : 268
Book Description
This study explores Customer Relationship Management (CRM) in government. Based on an interdisciplinary literature review and multiple-case study design, a model of Citizen Relationship Management (CiRM) is developed and discussed. The case studies explore the perceptions of CRM/CiRM by administrators, elected officials and consultants as well as its implementation and impact on the municipal level and in a multijurisdictional environment in the United States. Although the explorative part of the study focuses broadly on a theoretical conceptualization of CiRM, the immediate empirical referent of research are the 311 initiatives in the City of Baltimore, the City of Chicago, the City of New York and Miami-Dade County. Thus, the results help administrators and researchers to convey the idea and challenges of 311 well. The study shows that CRM is to a certain extent only partly able to make novel contributions to currently active reform movements in government. In addition, the study's findings support the idea that CiRM provides the means to a different kind of public participation.
Author: William E. Lyons Publisher: Routledge ISBN: 1315288710 Category : Political Science Languages : en Pages : 243
Book Description
The Politics of Dissatisfaction: Citizens, Services, and Urban Institutions is destined to be a classic in public administration and public policy; it makes major theoretical and empirical contributions to the literature in both fields. It is a rigorous empirical attempt to assess the public choice view of citizenship and local government. The research upon which this book is based was founded on conversations between two of its authors, W. E. Lyons and David Lowery, during the early 1980s.
Author: Álvaro Rocha Publisher: Springer ISBN: 3319777033 Category : Technology & Engineering Languages : en Pages : 1235
Book Description
This book includes a selection of papers from the 2018 World Conference on Information Systems and Technologies (WorldCIST'18), held in Naples, Italy on March27-29, 2018. WorldCIST is a global forum for researchers and practitioners to present and discuss recent results and innovations, current trends, professional experiences and the challenges of modern information systems and technologies research together with their technological development and applications. The main topics covered are: A) Information and Knowledge Management; B) Organizational Models and Information Systems; C) Software and Systems Modeling; D) Software Systems, Architectures, Applications and Tools; E) Multimedia Systems and Applications; F) Computer Networks, Mobility and Pervasive Systems; G) Intelligent and Decision Support Systems; H) Big Data Analytics and Applications; I) Human–Computer Interaction; J) Ethics, Computers & Security; K) Health Informatics; L) Information Technologies in Education; M) Information Technologies in Radiocommunications; N) Technologies for Biomedical Applications.
Author: F. Morgeson
Author: F. Morgeson
Author: F. Morgeson
Author: Vilma Luoma-aho
Author: National Institute of Justice (U.S.)
Author: Uwe Deichmann
Author: South Africa
Author: Alexander Schellong
Author: Christophe Gaie
Author: William E. Lyons
Author: Álvaro Rocha