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今天为大家带来的是Fabian Walke, Till J. Winkler的研究：《评估公共部门全渠道服务质量》。
公共部门的服务通常以数字（例如在线注册）和实体（例如线下预约）服务渠道的混合形式提供，这种形式可以称为全渠道服务。文献中缺乏衡量公共部门全渠道服务感知质量的工具。本文的目标是开发并实证验证一个工具，以填补这一研究空白。本文的主要贡献是提出了“技术、信息、人力、过程、系统”（TIHPS）框架，这是首个旨在评估公共部门全渠道服务质量的工具。通过对365名服务接受者的问卷调查，实证验证了该框架的有效性和稳健性。我们探讨了TIHPS框架对政府、实践者和研究人员的潜在价值。
Services in the public sector are often provided as a hybrid combination of both digital (e.g., online registration) and physical (e.g., offline appointment) service channels, which can be referred to as omnichannel services. There is a lack of instruments in the literature that can measure the perceived quality of public sector omnichannel services. The goal of this paper is to develop and empirically validate an instrument to fill this research gap. The key contribution of this paper is the Technology, Information, Human, Process, System (TIHPS) framework, which represents the first instrument designed to assess the quality of public sector omnichannel services. An empirical validation using responses from 365 service recipients supports the validity and robustness of this instrument. We discuss how the TIHPS framework can be useful to governments, practitioners, and researchers alike.
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Walke, F., & Winkler, T. (2024). Assessing Omnichannel Service Quality in the Public Sector. Public Administration.
https://doi.org/10.1111/padm.13038（或点击文末“阅读原文”查看）《公共行政》微信公众号刚刚上线不久，我们期待来自各界的宝贵意见，您可将您的建议发送给后台。如果您对我们推送的文章感兴趣，也可在下方留言评论，与其他读者一起交流。
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