English  |  正體中文  |  简体中文  |  Items with full text/Total items : 87250/116256 (75%)
Visitors : 23283333      Online Users : 212
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    Please use this identifier to cite or link to this item: http://nccur.lib.nccu.edu.tw/handle/140.119/96560


    Title: 影響基層官僚組織服務品質的因素:政府服務品質獎的資料分析
    Other Titles: Investigating the Factors Affecting the Service Quality of Street-Level Bureaucracies: An Analysis of the Applicants and Winners of Government Service Quality Award
    Authors: 曾冠球;趙書賢
    Tseng, Kuan-Chiu;Chao, Shu-Hsien
    Keywords: 基層官僚組織;服務品質改善;公共服務績效;政府服務品質獎;新公共管理
    street-level bureaucracies;service quality improvementpublic service;performancet;Government Service Quality Award;new public managemen
    Date: 2014-09
    Issue Date: 2016-05-11 17:06:54 (UTC+8)
    Abstract: 這是一篇初探性研究的論文,旨在探究為何某些基層官僚組織會比其他組織的服務績效更為卓越?新公共管理主張公共組織應該建立績效導向的文化,服務品質改善遂成為公部門改革運動的重要一環。既有文獻對於服務品質的測量與管理策略已有不少討論,卻殊少聚焦在制度系絡與組織屬性對於服務品質改善造成之潛在影響。基此,本研究主張組織領導與管理這類軟性∕後天因素固然重要,但制度與結構等硬性∕先天因素也不宜輕忽。方法論上,本研究以歷屆(2009-2013年)「政府服務品質獎」作為資料來源,針對曾參獎和獲獎的「第一線服務機關」自行建立研究資料庫。研究結果發現參照對象、行政區域,以及員工總數等先天因素,確實對基層組織服務品質的改善構成顯著影響。對於上述發現之意涵與限制,本研究也提出一些討論。
    This study is intended to be a preliminary investigation of the factors influencing the service performance of street-level bureaucracies. Since advocates of the New Public Management assert that public organizations have to create a performance-oriented culture, service quality improvement gradually becomes an integral part of the reform movement in the public sector. Although much attention has been paid to the measurement of service quality and the issue of managerial strategies, the relationships between institutional context and organizational attributes and service quality improvement have as yet received relatively scant attention. To bridge the potential knowledge gaps, the authors argue that soft factors (i.e., leadership and management) and hard factors (i.e., institution and organization) are both crucial factors in determining public service performance. Methodologically, the authors establish a data set in accordance with the application records related to “the Government Service Quality Award” (2009-2013) of “the street-level bureaucracies”. Three significant factors, including reference groups, administration regions, and the number of long-term public employees, are identified and explicated, with research limitations also being discussed.
    Relation: 公共行政學報, 47,35-72
    Journal of Public Administration National Chengchi University
    Data Type: article
    Appears in Collections:[公共行政學報 TSSCI] 期刊論文

    Files in This Item:

    File Description SizeFormat
    47(35-72).pdf779KbAdobe PDF244View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告
    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。
    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。
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback