عنوان
پدید آورنده
موضوع
رده
کتابخانه
محل استقرار
شماره کتابشناسی ملی
شماره
TLets667796
عنوان و نام پديدآور
عنوان اصلي
The effectiveness of public service complaint management processes in contexts of autocratic governance :
نام عام مواد
[Thesis]
نام نخستين پديدآور
Aziz, Rosdi Bin Haji Abdul
عنوان اصلي به قلم نويسنده ديگر
the case of Brunei Darussalam
وضعیت نشر و پخش و غیره
نام ناشر، پخش کننده و غيره
University of Birmingham
تاریخ نشرو بخش و غیره
2015
یادداشتهای مربوط به پایان نامه ها
جزئيات پايان نامه و نوع درجه آن
Ph.D.
کسي که مدرک را اعطا کرده
University of Birmingham
امتياز متن
2015
یادداشتهای مربوط به خلاصه یا چکیده
متن يادداشت
Almost inevitably on occasions, purchasers, customers or users of services will be so dissatisfied with the quality or experience of procurement that they will feel driven to make a complaint. Whether in relation to public or private sector organisations, complaints can provide suppliers with valuable feedback information about their services which may help to inform and direct improvements more generally as well as in relation to the particular case and circumstances. This aim of this study has been to examine complaint management within a public governmental organization - and particularly within such an organization in an autocratic state context. The study has taken the form of a case-study - set in Brunei Darussalam - and involved a mixed methods research approach of both a survey of some 200 public servants with a structured questionnaire, and a set of some 60 more in-depth, semi structured, interviews with senior governmental officials drawn from a range of departments. While, almost all respondents and interviewees readily acknowledged the importance and value of complaints and complaint management as a key component of good customer focus, the research found that, mostly, the mechanisms for realizing such value were not in place and that, in practice, few government departments in Brunei were managing complaints in any systematic manner. This state of affairs, it has been concluded, reflects the lack of market or democratic pressures for departments to learn from complaints and to improve its public services.
موضوع (اسم عام یاعبارت اسمی عام)
موضوع مستند نشده
HD28 Management. Industrial Management
موضوع مستند نشده
JQ Political institutions Asia
نام شخص به منزله سر شناسه - (مسئولیت معنوی درجه اول )
مستند نام اشخاص تاييد نشده
Aziz, Rosdi Bin Haji Abdul
شناسه افزوده (تنالگان)
مستند نام تنالگان تاييد نشده
University of Birmingham
دسترسی و محل الکترونیکی
نام الکترونيکي
مطالعه متن کتاب وضعیت انتشار
فرمت انتشار
p
اطلاعات رکورد کتابشناسی
نوع ماده
[Thesis]
کد کاربرگه
276903
اطلاعات دسترسی رکورد
سطح دسترسي
a
تكميل شده
Y
