政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/96560
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文笔数/总笔数 : 113318/144297 (79%)
造访人次 : 51029321      在线人数 : 908
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜寻范围 查询小技巧：
  • 您可在西文检索词汇前后加上"双引号"，以获取较精准的检索结果
  • 若欲以作者姓名搜寻，建议至进阶搜寻限定作者字段，可获得较完整数据
    •  进阶搜寻


    请使用永久网址来引用或连结此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/96560


    题名: 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
    其它题名: Investigating the Factors Affecting the Service Quality of Street-Level Bureaucracies: An Analysis of the Applicants and Winners of Government Service Quality Award
    作者: 曾冠球;趙書賢
    Tseng, Kuan-Chiu;Chao, Shu-Hsien
    关键词: 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
    日期: 2014-09
    上传时间: 2016-05-11 17:06:54 (UTC+8)
    摘要: 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.
    關聯: 公共行政學報, 47,35-72
    Journal of Public Administration National Chengchi University
    数据类型: article
    显示于类别:[公共行政學報 TSSCI] 期刊論文

    文件中的档案:

    档案 描述 大小格式浏览次数
    47(35-72).pdf779KbAdobe PDF2356检视/开启


    在政大典藏中所有的数据项都受到原著作权保护.


    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 ©   - 回馈