基于提高服务质量的广州边检公共服务品牌建设研究

发布时间：2018-01-26 23:56

本文关键词： 边检公共服务边检公共服务品牌服务质量缺口品牌建设广州边检“5S”服务品牌　出处：《兰州大学》2009年硕士论文　论文类型：学位论文

【摘要】： 随着政府职能转变,实现政府公共服务的“最佳价值”成为当前政府改革的目标。政府职能转变是公共服务品牌建设的背景和前提,公共服务的核心理念与服务品质是公共服务品牌建设的基础。另一方面,打造公共服务品牌也为公共服务型政府(机关)建设开辟了新的实现途径,是推动公共服务型政府(机关)建设创新之举。在此背景下,边检机关同样实现了由“管控”向“服务”的职能转变,并且把提高服务水平打造具有国际先进水平的边检公共服务品牌作为今后的工作目标。而遗憾的是,边检机关创建公共服务品牌的实践还处于探索阶段。如果能借鉴商业品牌创建的成功经验,打造具有边检特色的公共服务品牌,无疑将为提升边检机关公共服务品质,赢得广泛、持续的社会公平与效益创造新的途径,对塑造现代边检机关透明、效率、公正、责任、规范的新形象具有重要意义。与有形产品品牌相比,公共服务品牌的建立更侧重于服务的过程和在此过程中社会公众感知的服务质量,并由此产生对公共服务品牌形象的认知。因而公共服务质量在公共服务品牌创建过程中扮演了首要角色。本文创新之处在于通过借鉴新公共管理的思想,将企业服务质量与品牌战略发展思路引入到边检公共服务领域。本文首先在文献研究的基础上,提出边检公共服务及边检公共服务品牌的内涵界定,接着对服务质量与公共服务品牌建设的关系进行探讨,随后以广州边检为个案研究,通过用服务质量评价模式(工具)分析目前广州边检公共服务质量存在的缺口,同时借鉴国内外优秀公共服务品牌建设经验,对基于提高服务质量的广州边检公共服务品牌建设进行方案设计,最后提出广州边检服务质量的“5S”品牌建设方案。通过本文的探索性研究为广州及全国边检机关提高服务水平创建边检行业公共服务品牌提供可资借鉴的思路和方法。
[Abstract]:With the transformation of government functions, the realization of the "best value" of government public services has become the goal of the current government reform. The transformation of government functions is the background and premise of the construction of public service brands. The core concept and service quality of public service is the foundation of the construction of public service brand. On the other hand, building public service brand also opens up a new way to realize the construction of public service-oriented government (organ). It is an innovation to promote the construction of public service-oriented government. In this context, the border inspection organ has also realized the function transformation from "control" to "service". And to improve the service level to create an international advanced level of border inspection public service brand as the future work goal. But unfortunately. The practice of establishing public service brand by border inspection authorities is still in the exploratory stage. If we can learn from the successful experience of the establishment of commercial brand, we can create the public service brand with the characteristics of border inspection. Undoubtedly, it will create a new way to improve the public service quality of border inspection organs, win extensive and sustained social equity and benefit, and create a transparent, efficient, fair and responsible modern border inspection organs. Compared with tangible product brand, the establishment of public service brand focuses more on the process of service and the service quality perceived by the public in this process. Therefore, the quality of public service plays a primary role in the process of the establishment of public service brand. The innovation of this paper is to learn from the idea of new public management. The development of enterprise service quality and brand strategy is introduced into the field of frontier inspection public service. Firstly, based on the literature research, this paper puts forward the connotation of border inspection public service and border inspection public service brand. Then the relationship between service quality and public service brand construction is discussed, and then Guangzhou border inspection is taken as a case study. Through the use of service quality evaluation model (tools) to analyze the existing gaps in the quality of public service in Guangzhou Frontier Inspection, and at the same time learn from the experience of excellent public service brand construction at home and abroad. On the basis of improving the quality of service Guangzhou border inspection public service brand construction project design. Finally, the "5S" of Guangzhou Border Inspection Service quality is put forward. Brand construction scheme. Through the exploratory study of this paper, it provides some ideas and methods for Guangzhou and national border inspection authorities to improve the service level and establish the public service brand of border inspection industry.
【学位授予单位】：兰州大学
【学位级别】：硕士
【学位授予年份】：2009
【分类号】：D631.46

【引证文献】