政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/71383
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文筆數/總筆數 : 112721/143689 (78%)
造訪人次 : 49536880      線上人數 : 929
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜尋範圍 查詢小技巧：
  • 您可在西文檢索詞彙前後加上"雙引號"，以獲取較精準的檢索結果
  • 若欲以作者姓名搜尋，建議至進階搜尋限定作者欄位，可獲得較完整資料
    •  進階搜尋


    請使用永久網址來引用或連結此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/71383


    題名: 顧客導向的省思與再突破-尋找服務的誘因結構
    其他題名: Rethinking the Customer-Orientated Reform in Government: Exploring the Incentive Structure for Public Service
    作者: 陳敦源
    貢獻者: 公行系
    關鍵詞: 顧客導向;行政革新;市場;誘因結構;消費者主權;市場;人民主權;政府再造;交易成本;新制度主義;組織經濟學
    Customer-oriented reform;Administrative reform;Market;Incentive structure;Customer sovereignty;Popular sovereignty;Reinventing government;Transaction cost;New institutionalism;Organizational economics
    日期: 1999.06
    上傳時間: 2014-11-13 17:03:16 (UTC+8)
    摘要: 近來以顧客為導向的政府再造運動之中，我們可以合理地提出一項疑問：「今天的顧客導向與過去的為民服務有什麼不同？」，更進一步來說，我們還可以質疑：「如果過去為民服務流失在口號當中，那我們要拿什麼來保證今天所流行的顧客導向不是另一波等待煙消雲散的政治修辭(political rhetoric)？」為了回答這個問題，本文從誘因結構的理論出發，首先深入探討政府向企業學習背後，對「微觀動機」與「宏觀結構」的兩項盲點：(1)企業拼命討好顧客，是源於自利的動機，其目的是要在市場競爭中求生存；而公部門學習企業以顧客為導向，卻避開認識促使企業討好顧客的市場機制；(2)市場競爭並非完美，有可能因市場機能失調而無法以顧客為導向，但是這一波政府再造運動中，市場經濟的問題都被刻意忽略掉了，有識之士似乎都身處於「新古典主義的烏托邦」之中。 　　接著，本文從認識市場機制的主要內容開始，藉由比較其與「政治市場」的異同中，找出公部門推動顧客導向的誘因結構元素，並藉此一方面討論目前「顧客導向」的改革中的幾項重要作法的機會與限制；另一方面，本文也由新制度理論中組織經濟學的觀點，討論誘因相容(incentive compatible)的官僚體系所應具備的三項結構條件：(1)有效的民主競爭之外部環境；(2)有效的授權與程序控制之外在結構；(3)有效控制「委託人與代理人」問題的內部管理體系。最後本文指出，臺灣過去十年民主化的結果，使得今日顧客導向改革的誘因結構，比以往歷次的行政革新都更為完備，因此，能夠產生以民為尊的社會結果之可能性也大增。
    One crucial question can be asked in Taiwan`s recently heated customer-orientated reform in government: "what is the difference between the customer-oriented reform and those reforms claimed to serve the people before it?" To answer the question, this article first uses the theory of incentive to explore the logic of "serving customers" in both private and public arena. Then, it points out two blind spots in recent reform efforts. (1) refomers utilize private enterprise to be the benchmark of governmental services, but ignore the importance of market competition in forcing private agents to serve their customers; (2) reformers intent to introduce market mechanism into government service, but market competition is not perfect in both theory and practice. As a result, reformers seem to live in a "neo-classical Utopia." 　　By comparing the differences and similarities between market and political competition, this article lists three key elements of an incentive compatible bureaucracy whose customer-oriented service is going to be self-sustaining. They are (1) an external political environment with democratic competition at work, (2) an effective delegation and control structure to ensure bureaucratic compliance to elected agents in government, (3) a practical internal management system to restrain the damage of the "principal-agent" problem in organizational heirarchy. Lastly, this article points out that because of continuous democratization in the past ten years on Taiwan, the recent reform will have a better chance to transform the system into a customer-oriented one than all others before it.
    關聯: 空大行政學報, 9, 209-235.
    資料類型: article
    顯示於類別:[公共行政學系] 期刊論文

    文件中的檔案:

    檔案 描述 大小格式瀏覽次數
    index.html0KbHTML21036檢視/開啟


    在政大典藏中所有的資料項目都受到原著作權保護.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回饋