TY - JOUR
T1 - Mapping the terrain of public service quality improvement
T2 - Twenty-five years of trends and practices in the United States
AU - Holzer, Marc
AU - Charbonneau, Etienne
AU - Kim, Younhee
N1 - Copyright:
Copyright 2009 Elsevier B.V., All rights reserved.
PY - 2009/9
Y1 - 2009/9
N2 - The quality movement in the United States has been characterized as an impetus for organizational effectiveness and responsiveness since the late 1970s. 'Quality' can be a subjective term as each organization has its own definition and boundaries. Three emphases are evident in the field of quality improvement: quality circles, total quality management, and citizen satisfaction. Practices of quality improvement in the public sector have been driven by demands from citizens for more effective services, outcomes that require the implementation of suitable quality models and standards. Points for practitioners This article presents major intellectual trends in the practice of service quality improvement. Practitioners will be able to comprehend the most fundamental concepts of 'what is public service quality improvement'. Practitioners will also obtain useful insights into defining quality criteria and assessing organizational improvement models based on substantive principles of quality management for promoting organizational effectiveness and responsiveness.
AB - The quality movement in the United States has been characterized as an impetus for organizational effectiveness and responsiveness since the late 1970s. 'Quality' can be a subjective term as each organization has its own definition and boundaries. Three emphases are evident in the field of quality improvement: quality circles, total quality management, and citizen satisfaction. Practices of quality improvement in the public sector have been driven by demands from citizens for more effective services, outcomes that require the implementation of suitable quality models and standards. Points for practitioners This article presents major intellectual trends in the practice of service quality improvement. Practitioners will be able to comprehend the most fundamental concepts of 'what is public service quality improvement'. Practitioners will also obtain useful insights into defining quality criteria and assessing organizational improvement models based on substantive principles of quality management for promoting organizational effectiveness and responsiveness.
UR - http://www.scopus.com/inward/record.url?scp=70350435263&partnerID=8YFLogxK
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U2 - 10.1177/0020852309341330
DO - 10.1177/0020852309341330
M3 - Article
AN - SCOPUS:70350435263
SN - 0020-8523
VL - 75
SP - 403
EP - 418
JO - International Review of Administrative Sciences
JF - International Review of Administrative Sciences
IS - 3
ER -