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La customer satisfaction dell’URP del CNR. I casi Lazio, Piemonte e Sicilia



Researches on the degree of customer satisfaction aimed at customers of the public communication have the objective to listen and to fully comprehend the needs expressed by the customers. They should lend constant attention to the customers’ judgment, to develop and to improve the ability to dialogue and relation between those who communicate and those who receive the service. The will of the Government to put into effect a radical process of change and modernization of the Public Administration implies that the Public Administrations promote, diffuse and develop surveying systems of the quality perceived by the customers, finalized at planning systems of distribution of the services based on the effective needs of the citizens, using at best the available resources. Evaluating customer satisfaction allows therefore the Offices Relations with the Public to get in touch with their own customers in order to understand better and better the needs to communicate of communication activities receivers and, consequently, to redesign the policies of public communication. In this framework the URP of the CNR has carried out a survey of customer satisfaction on the perceived and expected quality and on the level of gratification of their services to a sample of CNR workers with the objective to define new modalities of distribution of the services or to improve those already existing and to determine the proportions of the technical characteristics to the actual requirements of their own internal customers.

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  • Gian Franco Corio, 2005. "La customer satisfaction dell’URP del CNR. I casi Lazio, Piemonte e Sicilia," CERIS Working Paper 200505, Institute for Economic Research on Firms and Growth - Moncalieri (TO) ITALY -NOW- Research Institute on Sustainable Economic Growth - Moncalieri (TO) ITALY.
  • Handle: RePEc:csc:cerisp:200505

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    References listed on IDEAS

    1. Etzkowitz, Henry & Leydesdorff, Loet, 2000. "The dynamics of innovation: from National Systems and "Mode 2" to a Triple Helix of university-industry-government relations," Research Policy, Elsevier, vol. 29(2), pages 109-123, February.
    2. Johnes, Geraint & Johnes, Jill, 1993. "Measuring the Research Performance of UK Economics Departments: An Application of Data Envelopment Analysis," Oxford Economic Papers, Oxford University Press, vol. 45(2), pages 332-347, April.
    3. Coccia Mario & Rolfo Secondo, 2002. "Size and research performance: Analysis of the Italian National Research Council," CERIS Working Paper 200205, Institute for Economic Research on Firms and Growth - Moncalieri (TO) ITALY -NOW- Research Institute on Sustainable Economic Growth - Moncalieri (TO) ITALY.
    4. Hare, Paul G & Wyatt, Geoffrey, 1992. "Economics of Academic Research and Its Implications for Higher Education," Oxford Review of Economic Policy, Oxford University Press, vol. 8(2), pages 48-66, Summer.
    5. Hare, Paul & Wyatt, Geoffrey, 1988. "Modelling the determination of research output in British universities," Research Policy, Elsevier, vol. 17(6), pages 315-328, December.
    6. Spanos,Aris, 1986. "Statistical Foundations of Econometric Modelling," Cambridge Books, Cambridge University Press, number 9780521269124, March.
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    More about this item


    Customer Satisfaction; Public Communication; Public Administration;

    JEL classification:

    • L32 - Industrial Organization - - Nonprofit Organizations and Public Enterprise - - - Public Enterprises; Public-Private Enterprises
    • L39 - Industrial Organization - - Nonprofit Organizations and Public Enterprise - - - Other


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