Evaluating Consumer Perceptions of Government Services Quality

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2020-04-02 DOI:10.1080/15332969.2020.1742981

Nese Nasif, Xiaojing Sheng, Joel Chilsen

引用次数: 3

Abstract

Abstract Finding effective measures of service quality has been a marketing research priority. This investigation proposes that consumers may evaluate government services quality on dimensions not previously considered. Consequently, current service quality assessment instruments may be insufficient in a public sector services context. Based on prior theory, seven distinguishing features of government service provision were delineated. Emergent themes of public sector services evaluations are evaluated. Findings include: (1) consumers consider co-creation obligations substantially in service quality evaluations; (2) dual roles of private consumer and public citizen are both present in government services consumption. Practical implications and future research are discussed.

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评估消费者对政府服务质素的看法

寻找服务质量的有效衡量标准一直是市场营销研究的重点。本调查提出，消费者可能会在先前未考虑的维度上评估政府服务质量。因此，目前的服务质量评估工具在公共部门服务方面可能是不够的。在前人理论的基础上，提出了政府服务提供的七个显著特征。评估公共部门服务评价的紧急主题。研究结果包括:(1)消费者在服务质量评价中大量考虑共同创造义务;(2)政府服务消费中同时存在私人消费者和公共公民的双重角色。讨论了实际意义和未来的研究方向。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.