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New Forms of Public Service Delivery – are they really valuable?

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One of the major challenges currently faced by Public Administrations is the creation of more value for both citizens and firms, mainly because of the increasing budgetary constraints and challenging demands from society. In fact, in the last two decades there has been a general movement of public reform in almost all developed countries, and for this reason it became essential to understand how users assess public services’ quality. This paper aims precisely at understanding which the determinants of public services’ quality are. Due to the nature of the research problem, the case-study methodology has been chosen. Thus, this paper presents the case-study of Citizen Shops in Portugal, a recent and innovative channel of public services’ delivery, within a strong relational perspective. This research involved an extensive qualitative and quantitative data collection. The main findings and implications are presented and discussed.

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  • Carvalho, Cláudia & Brito, Carlos, 2009. "New Forms of Public Service Delivery – are they really valuable?," Working Papers 7/2009, Universidade Portucalense, Centro de Investigação em Gestão e Economia (CIGE).
  • Handle: RePEc:ris:cigewp:2009_007
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    1. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
    2. Berry, Leonard L. & Zeithaml, Valarie A. & Parasuraman, A., 1985. "Quality counts in services, too," Business Horizons, Elsevier, vol. 28(3), pages 44-52.
    3. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Oxford University Press, vol. 17(4), pages 375-384, March.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    public services; Citizen Shops; quality determinants; satisfaction; dissatisfaction;
    All these keywords.

    JEL classification:

    • H40 - Public Economics - - Publicly Provided Goods - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M38 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Government Policy and Regulation

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