A customer-oriented model for managing quality in human services

被引：5

作者：

Selber, K ^{[1
]}

Streeter, C

机构：

[1] SW Texas State Univ, Dept Social Work, San Marcos, TX 78666 USA

[2] Univ Texas, Sch Social Work, Austin, TX 78712 USA

来源：

ADMINISTRATION IN SOCIAL WORK | 2000年 / 24卷 / 02期

关键词：

total quality management; management; quality management; service quality;

D O I：

10.1300/J147v24n02_01

中图分类号：

C93 [管理学]; D035 [国家行政管理]; D523 [行政管理]; D63 [国家行政管理];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ; 1204 ; 120401 ;

摘要：

The authors examine the unique challenges of establishing and maintaining a quality focus in human services. They also propose a model, the Gap Model, for measuring and managing quality in human services. Key concepts on both the customer and provider sides of the model are explained within the context of human services. The authors address the implications for adapting the model for human service managers.

引用

页码：1 / 14

页数：14

共 50 条

[1] Measuring quality perception of public services: customer-oriented approach
Butkus M.
Rakauskiene O.G.
Bartuseviciene I.
Stasiukynas A.
Volodzkiene L.
Dargenyte-Kacileviciene L.
[J]. Engineering Management in Production and Services, 2023, 15 (02) : 96 - 116
[2] A strategy for managing customer-oriented product design
Lin, Ming-Chyuan
Wang, Chen-Cheng
Chen, Tzu-Chang
[J]. CONCURRENT ENGINEERING-RESEARCH AND APPLICATIONS, 2006, 14 (03): : 231 - 244
[3] APPLYING CUSTOMER-ORIENTED QUALITY METRICS
HARRINGTON, P
[J]. IEEE SOFTWARE, 1989, 6 (06) : 71 - &
[4] A CUSTOMER-ORIENTED UNIVERSITY MANAGEMENT MODEL
Moraru, Gina-Maria
[J]. 12TH INTERNATIONAL TECHNOLOGY, EDUCATION AND DEVELOPMENT CONFERENCE (INTED), 2018, : 3631 - 3636
[5] Customer-oriented quality systems in transfusion medicine
Nevalainen, DE
[J]. TRIGGER FACTORS IN TRANSFUSION MEDICINE, 1996, 31 : 3 - 11
[6] Barriers to customer-oriented management accounting in financial services
Nielsen, JF
Bukh, PND
Mols, NP
[J]. INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 2000, 11 (03): : 269 - 286
[7] Customer contribution to quality: A different view of the customer-oriented firm
LengnickHall, CA
[J]. ACADEMY OF MANAGEMENT REVIEW, 1996, 21 (03): : 791 - 824
[8] Customer-Oriented Library Services for Chinese Higher Education
Jiang, Jiahui
Zhang, Yongbing
[J]. 2009 IEEE INTERNATIONAL CONFERENCE ON INDUSTRIAL ENGINEERING AND ENGINEERING MANAGEMENT, VOLS 1-4, 2009, : 2419 - +
[9] Workshop infrastructure for customer-oriented, efficient technical services
Werkstatt-infrastruktur fur kundenorientierte und effiziente technische dienstleistungen
[J]. 2001, Tetzlaff Verlag GmbH and Co. KG (52):
[10] Providing customer-oriented services in academic libraries.
Parker, S
[J]. JOURNAL OF LIBRARIANSHIP AND INFORMATION SCIENCE, 1997, 29 (04) : 218 - 219

← 1 2 3 4 5 →