方法对比

	Public Value Measurement	SERVQUAL 服务质量量表
领域	Public Administration	营销管理
方法族	Process / pipeline	Process / pipeline
起源年份	1995	1988
提出者	Mark H. Moore	A. Parasuraman, Valerie A. Zeithaml, Leonard L. Berry
类型	Strategic public management framework	Multi-dimensional service quality scale
开创性文献	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.
别名	Public Value Assessment, Public Value Accounting, Strategic Triangle Analysis, Public Value Scorecard	Service Quality Instrument, Gap Model
相关	4	4
摘要	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.