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| Public Value Measurement× | SERVQUAL-Skala zur Dienstleistungsqualität× | |
|---|---|---|
| Fachgebiet≠ | Public Administration | Marketingmanagement |
| Familie | Process / pipeline | Process / pipeline |
| Entstehungsjahr≠ | 1995 | 1988 |
| Urheber≠ | Mark H. Moore | A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry |
| Typ≠ | Strategic public management framework | Multi-dimensional service quality scale |
| Wegweisende Quelle≠ | Moore, M. H. (1995). Creating Public Value: Strategic Management in Government. Cambridge, MA: Harvard University Press. ISBN: 9780674175587 | Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12-40. link ↗ |
| Aliasnamen≠ | Public Value Assessment, Public Value Accounting, Strategic Triangle Analysis, Public Value Scorecard | Service Quality Instrument, Gap Model |
| Verwandt | 4 | 4 |
| Zusammenfassung≠ | Public value measurement assesses the worth that government action creates for citizens and society, going beyond financial efficiency or narrow output counts to capture outcomes, equity, trust and the quality of public life. It is grounded in Mark Moore's 1995 framework Creating Public Value, which argues that public managers should pursue value much as private managers pursue shareholder value, but judged against a 'strategic triangle' of substantive value, political legitimacy and support, and operational capacity. Measuring public value therefore means evidencing all three corners — what was achieved, whether it commands authorising support, and whether the organisation can deliver it — rather than any single bottom line. | SERVQUAL is a 22-item, multi-dimensional scale developed by Parasuraman, Zeithaml, and Berry in 1988 to measure consumer perceptions of service quality. It captures the gap between customer expectations and actual service performance across five core dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The instrument has become the most widely used tool for service quality assessment in marketing research and practice. |
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