Improving the quality of local public services

Article Abstract:

A comparative analysis of the quality orientation and performance of local government and the business sector is conducted. The main structural differences between the two in terms of accountability, choice and purpose are examined relative to service quality initiatives and the reasons for local governments' failure to be customer-oriented is analyzed. A framework for linking the relationship between customers and internal management approaches is also presented.

Methods, Quality management, Consumer confidence

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Advanced producer services: just a service to manufacturing?

Article Abstract:

A total of 998 firms in Leeds and in Sheffield were surveyed to test the hypothesis that advanced producer firms are reliant on the manufacturing industry to provide demand for their output. The results revealed that the service sector is the more significant source of demand than the manufacturing sector for advanced producer services. There were evidence suggesting that the corporate organization of advanced producer firms influences their client profile.

MISCELLANEOUS MANUFACTURING INDUSTRIES, Manufacturing NEC, All Other Miscellaneous Manufacturing, Manufacturing industry, Manufacturing industries, Supply and demand, Services industry, Service industries

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Satisfaction with town services: do user experience and satisfaction count?

Article Abstract:

Residents of a town in Atlantic Canada are survey to determine their satisfaction with town services. Results show that responets were generally satisfied with their town services. However, satisfaction was also influenced by user experience level and the homogeneity of consumer needs. Satisfaction was higher for low experience and homogenous services and lower for high experience and heterogenous services.

Social aspects, Research, Atlantic Provinces

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