Managing the green spaces: problems of maintaining quality in a local government service department
Managing the green spaces: problems of maintaining quality in a local government service department
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管理绿地：地方政府服务部门的质量维护问题
DOI：
10.1108/09604520010307021
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发表时间：
2000
期刊：
影响因子：
--
通讯作者：
Robert Jones
中科院分区：
文献类型：
--
作者：
Robert Jones
从英国城市议会的样本中获得的定性数据被用来对地方政府公园和空地维持服务质量的问题进行纵向分析。服务质量在公园管理中经历了几个不同的改革时代：传统管理(1988年前)、强制竞争性招标(1988-1997)和最佳价值(1997年后)。本文探讨了这三个阶段的特点及其对服务质量的影响。这些阶段以一种条件、原因、结果、策略、行为行动和反应的过程方式相互建立。因此，服务质量是一个动态的概念，受到不断变化的改革情景的外部(立法和部门)和内部(组织)环境的影响。因此，文件强调，服务质量不能脱离组织变革计划展开时所涉及的背景、历史和政治现实和遗产，并在文件中对这些问题进行了分析。
Qualitative data from a sample of urban UK councils is used to present a longitudinal analysis of the problems of maintaining service quality in local government parks and open spaces. Service quality has evolved through several distinct reform eras in parks management: traditional management (pre‐1988), compulsory competitive tendering (1988‐1997), and best value (post‐1997). The characteristics of these stages and the implications for service quality are explored in the paper. These stages have built upon each other in a processual manner of conditions, causes, consequences, strategies, and behavioural actions and reactions. Thus, service quality is a dynamic concept impacted by both the outer (legislative and sectoral) and inner (organisational) contexts of evolving reform scenarios. As such, the paper stresses that service quality cannot be divorced from the contextual, historical and political realities and legacies bound up in unfolding organisational change programmes, and these issues are analysed in the paper.