Customer Service in Public Administration.

PUBLIC administration; CUSTOMER service management; EMPLOYEE motivation; EMPLOYEE morale; SELF-actualization (Psychology); COST control; TECHNOLOGICAL innovations

Is there an "organizing force" for public administration emerging for the 1990s? George D. Wagenheim and John H. Reurink believe that "customer-service management" will provide the organizing and operating strategy for the coming decade, and in this commentary they review the logic and components of that approach. By focusing on the needs of both external and internal customers, the organization develops means and mechanisms that benefit agency personnel as well as the people they serve in the process. As both a "driver and evaluator" of agency performance, customer service creates a positive reinforcement cycle for the agency through higher motivation and morale, self improvement, cost reductions, and innovation. [ABSTRACT FROM AUTHOR]

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