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用户满意的概念源于全面质量管理 ,这是一个研究西方的商业机构如何将顾客满意作为商业活动的一个基本目标 ,并将其置于获取利润之上的管理学原理。本文主要阐述政府部门如何运用用户满意的概念来改进管理实践。公共管理领域中用户满意的概念定义为公共组织或机构如何履行自己的责任和义务。政府机构做得好坏取决于他们的国家管理类型 ,即是以下四种方式中的哪一种 :“弱”型、“强”型、“过渡”型和“世袭”型 ,政府的管理采取上述方式中的哪一种既决定着其各个部门如何履行其职责 ,也决定着该政府如何利用用户满意策略来改进管理和机构。
The concept of customer satisfaction stems from Total Quality Management, a management science that studies how Western business organizations treat customer satisfaction as a fundamental objective of business activity and place them above profit. This article focuses on how government departments apply the concept of customer satisfaction to improve management practices. The concept of user satisfaction in the field of public administration defines how public organizations or agencies discharge their responsibilities and obligations. Government agencies are good or bad depends on their type of state management, which is the following four ways: “weak” type, “strong” type, “transitional” and “hereditary” type, the government management to take Which of these approaches determines both how each department performs its duties determines how the government uses customer satisfaction strategies to improve management and organization.