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当今,公共机构广泛采用营销方法和理念来设计、实施和评估其提供给受益人的服务。所提供服务的质量自然是他们最为关注的事情。公共部门的营销需要能适应具体情境特点的工具。本文的主要贡献在于,在综合公共和私营维度的基础上,提出构建一个用于测量公共服务的感知质量的混合模型。本文的基础是以法国柏桑松镇(Besancon)的760名居民为样本做的量化研究。
Today, public agencies make extensive use of marketing methods and concepts to design, implement, and evaluate the services they provide to beneficiaries. The quality of services provided is of course their most concern. Public sector marketing requires tools that adapt to the specific contextual characteristics. The main contribution of this paper is to propose a hybrid model for measuring the perceived quality of public services based on a combination of public and private dimensions. This article is based on a quantitative study of 760 residents in the town of Besancon in France.