Paying fees for government business advice: an assessment of Business Link experience
Paying fees for government business advice: an assessment of Business Link experience
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支付政府商业建议费用：对 Business Link 体验的评估
DOI：
10.1080/00036840701579184
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发表时间：
2010
影响因子：
2.2
通讯作者：
R. Bennett
中科院分区：
文献类型：
--
作者：
P. Robson;R. Bennett
英国的Business Link（BL）提供了一个独特的机会，可以研究政府对小型公司的政策支持，这些公司将费用收入作为其管理目标的主要部分，以提高所提供服务的“价值感”。本文探讨了费用对客户影响和满意度的影响。它发现，费用与客户满意度或影响力没有显着关系。因此，政府的目标和管理者/顾问政策追求明确的收费目标战略是错误的。相反，满意度和影响最显着的BL供应商的性质的影响，是显着更高的商会和其他代理人管理的特许经营，并为独立的独立供应商较差。服务类型对收费倾向和服务影响有重大影响。中小型企业的特点对客户评价的影响不大。政策含义是，顾问应专注于他们最擅长的，可以保证质量;在其他情况下，他们应该使用转介给其他专业顾问。因此，提高政府咨询服务收费的幅度是机会主义的，而且有限，不应加以鼓励。
Business Link (BL) in Britain provides a unique opportunity to examine a government policy support to small firms which has targeted fee income as a major part of its management objectives in order to increase the ‘sense of value’ of the services offered. This article examines the influence of fees on client impact and satisfaction. It finds that fees have no significant relationship with client satisfaction or impact. Government targets and manager/advisor policies have, therefore, been wrong to pursue an explicit fee-based targeting strategy. Instead, satisfaction and impact are most significantly influenced by the character of the BL provider, being significantly higher for franchises managed by chambers of commerce and other agents, and being poorer for independent stand-alone providers. Service type has a significant influence on the propensity to charge a fee and on service impact. Small- and medium-sized enterprises characteristics have little influence on client evaluations. The policy implication is that advisors should focus on what they do best and can quality assure; in other cases, they should use referral to other professional advisors. The scope to raise fees from government advice services is, therefore, opportunistic and limited, and should not be incentivized.