公共服务的新理念:从“服务顾客”到“创造顾客”

发布时间：2018-02-12 09:39

本文关键词： 新公共管理公共服务顾客导向创造顾客服务顾客顾客　出处：《社会科学研究》2013年06期 　论文类型：期刊论文

【摘要】："顾客导向"的引入是新公共管理运动的重大贡献,它提出了政府公共服务的焦点是"顾客",政府要根据顾客的实际需求提供服务,颠覆了传统的政府垄断公共服务的模式,强化了政府公共服务的服务意识、质量意识、责任意识和效率意识。然而,"顾客导向"下的政府始终处于一种被动"回应"的地位,长此以往必会陷入"回应不足"的困境。在信息化与全球化深入发展的时代,国家之间的竞争也日趋激烈,政府不应滞于回应的角色,要超越回应的局限,引领社会发展。因此,政府不仅要"服务顾客",更要通过教育培训顾客、开发新服务、创新服务营销方式、改变顾客价值观念等途径来前瞻性地创造出自己的新顾客,通过提供前瞻性的服务来创造和激发新顾客的需求,在满足新顾客的新需求中,引领社会的发展进步。
[Abstract]:The introduction of "customer orientation" is a major contribution of the New Public Management Movement. It puts forward that the focus of government public service is "customer". The government should provide services according to the actual needs of customers, thus overturning the traditional mode of monopolizing public service. It strengthens the service consciousness, the quality consciousness, the responsibility consciousness and the efficiency consciousness of the government public service. However, the government under the "customer orientation" is always in the position of passive "response". In the era of information technology and globalization, the competition between countries is becoming increasingly fierce. Governments should not be stuck in the role of response, but should go beyond the limits of response. Therefore, the government should not only "serve customers", but also proactively create its own new customers by educating and training customers, developing new services, innovating service marketing methods, changing customer values, etc. By providing forward-looking services to create and stimulate the needs of new customers, in order to meet the new needs of new customers, leading the development and progress of society.
【作者单位】：四川大学公共管理学院;
【基金】：国家社会科学基金项目“城乡基本公共服务均等化的标准与绩效评估研究”(12BGL116) 教育部人文社科基金项目“城乡基本公共服务均等化的标准问题研究”(12YJA810017)
【分类号】：D630

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