An empirical analysis of customer-oriented service activities in the Taiwanese public sector

Abstract

This paper investigates the performance of customer-oriented service activities in the Taiwanese public sector. Customer orientation is one of the most important components of total quality management (TQM). Although TQM has been popular in manufacturing industry since 1980, the suitability of using it in the public sector has been debated for years. However, no empirical studies have been conducted in this area. The present study uses a customer-oriented service-enhancement system (COSES) model (Chen et al. 2004) as a conceptual framework to investigate 24 Taiwanese public agencies. The study reveals significant performance gaps among the five phases of the customer-oriented service system. Because the linkage of the performance gaps looks like a big bird flying, the present authors refer to this phenomenon as ‘roc flying’. The implications of these findings are discussed in the paper.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 18 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.