{"id":"https://openalex.org/W2015620041","doi":"https://doi.org/10.1108/09544780610637659","title":"Quality improvement in governmental services","display_name":"Quality improvement in governmental services","publication_year":2006,"publication_date":"2006-01-01","ids":{"openalex":"https://openalex.org/W2015620041","doi":"https://doi.org/10.1108/09544780610637659","mag":"2015620041"},"language":"en","primary_location":{"id":"doi:10.1108/09544780610637659","doi":"https://doi.org/10.1108/09544780610637659","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09544780610637659","pdf_url":null,"source":{"id":"https://openalex.org/S48957891","display_name":"The TQM Journal","issn_l":"0954-478X","issn":["0954-478X","1754-2731","1754-274X","1758-6887"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-class-a","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The TQM Magazine","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5012900375","display_name":"Bo Edvardsson","orcid":"https://orcid.org/0000-0003-2705-0836","observed_orcids":["https://orcid.org/0000-0003-2705-0836"]},"institutions":[{"id":"https://openalex.org/I43968019","display_name":"Karlstad University","ror":"https://ror.org/05s754026","country_code":"SE","type":"education","lineage":["https://openalex.org/I43968019"]}],"countries":["SE"],"is_corresponding":false,"raw_author_name":"Bo Edvardsson","raw_affiliation_strings":["Service Research Center, Karlstad University, Karlstad, Sweden"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Service Research Center, Karlstad University, Karlstad, Sweden","institution_ids":["https://openalex.org/I43968019"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5110024046","display_name":"Bo Enquist","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I43968019","display_name":"Karlstad University","ror":"https://ror.org/05s754026","country_code":"SE","type":"education","lineage":["https://openalex.org/I43968019"]}],"countries":["SE"],"is_corresponding":false,"raw_author_name":"Bo Enquist","raw_affiliation_strings":["Service Research Center, Karlstad University, Karlstad, Sweden"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Service Research Center, Karlstad University, Karlstad, Sweden","institution_ids":["https://openalex.org/I43968019"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I43968019"],"apc_list":null,"apc_paid":null,"fwci":11.5204,"has_fulltext":false,"cited_by_count":29,"citation_normalized_percentile":{"value":0.97910203,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"18","issue":"1","first_page":"7","last_page":"21"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.4066999852657318,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.4066999852657318,"subfield":{"id":"https://openalex.org/subfields/3321","display_name":"Public Administration"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.3801000118255615,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11114","display_name":"Service and Product Innovation","score":0.13330000638961792,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/quality-improvement","display_name":"quality improvement","score":0.7089999914169312},{"id":"https://openalex.org/keywords/public-sector","display_name":"public sector","score":0.5569999814033508},{"id":"https://openalex.org/keywords/market-pressure","display_name":"market pressure","score":0.578000009059906},{"id":"https://openalex.org/keywords/customer-involvement","display_name":"customer involvement","score":0.609000027179718},{"id":"https://openalex.org/keywords/service-strategy","display_name":"service strategy","score":0.6899999976158142},{"id":"https://openalex.org/keywords/service-culture","display_name":"service culture","score":0.9940000176429749},{"id":"https://openalex.org/keywords/service-process-design","display_name":"service process design","score":0.7319999933242798},{"id":"https://openalex.org/keywords/organizational-culture","display_name":"organizational culture","score":0.6809999942779541},{"id":"https://openalex.org/keywords/flexibility","display_name":"flexibility","score":0.5860000252723694},{"id":"https://openalex.org/keywords/service-systems","display_name":"service systems","score":0.33799999952316284}],"concepts":[{"id":"https://openalex.org/C2780598303","wikidata":"https://www.wikidata.org/wiki/Q65921492","display_name":"Flexibility (engineering)","level":2,"score":0.6782206296920776},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6264268159866333},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.6241792440414429},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5921367406845093},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5897858142852783},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.5821903944015503},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5718915462493896},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5440018773078918},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5186468958854675},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.44118860363960266},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.4346143305301666},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.3002901077270508},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.26475417613983154},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.10642418265342712},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.09554532170295715},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/09544780610637659","doi":"https://doi.org/10.1108/09544780610637659","is_oa":false,"landing_page_url":"https://doi.org/10.1108/09544780610637659","pdf_url":null,"source":{"id":"https://openalex.org/S48957891","display_name":"The TQM Journal","issn_l":"0954-478X","issn":["0954-478X","1754-2731","1754-274X","1758-6887"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-b","anvur-class-a","anvur-scientific","cwts-core","jufo-1","norway-1","poland-70","russia-white-list-1"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"The TQM Magazine","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"sustainable_development_goals_aurora":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":21,"referenced_works":["https://openalex.org/W290554327","https://openalex.org/W312490008","https://openalex.org/W593696662","https://openalex.org/W1004584821","https://openalex.org/W1489050984","https://openalex.org/W1492835342","https://openalex.org/W1529650392","https://openalex.org/W1566447476","https://openalex.org/W1568274144","https://openalex.org/W1587343623","https://openalex.org/W1996375132","https://openalex.org/W2006911483","https://openalex.org/W2014140315","https://openalex.org/W2019229786","https://openalex.org/W2083657938","https://openalex.org/W2096911248","https://openalex.org/W2123851281","https://openalex.org/W2124023387","https://openalex.org/W2199675012","https://openalex.org/W2510769172","https://openalex.org/W4206993710"],"related_works":["https://openalex.org/W2094675900","https://openalex.org/W1952565699","https://openalex.org/W2022053195","https://openalex.org/W600415350","https://openalex.org/W2097266983","https://openalex.org/W341734131","https://openalex.org/W6992296180","https://openalex.org/W2125606806","https://openalex.org/W7061905562","https://openalex.org/W1495060975"],"abstract_inverted_index":{"Purpose":[0],"The":[1,192,212,237,268,291,337,402],"purpose":[2],"of":[3,11,34,107,112,119,125,218,233,249,363,374,392],"this":[4],"paper":[5],"is":[6,181,195,220,230,240,245,270,299,328,409],"to":[7,100,176,305,340,370],"explore":[8],"the":[9,16,32,56,86,93,102,108,110,113,117,120,132,138,155,159,163,173,184,197,207,210,242,250,255,263,313,317,334,355,359,389,407],"role":[10,33],"change":[12,68,294,353],"pressure":[13,36,61,292,351],"exerted":[14,37,62,295],"by":[15,38,63,205],"\u201cmarket\u201d":[17],"on":[18,82,272],"governmental":[19,50,150,297,364],"services":[20,151],"in":[21,49,123,152,168,285,296,330,358,383],"quality":[22,43,70,190,225,381],"improvement":[23,382],"processes.":[24],"Two":[25],"research":[26],"questions":[27],"are":[28,98,282,310,398],"investigated.":[29],"How":[30,52],"can":[31,53],"external":[35,60,348],"customers":[39,64,228],"and":[40,47,65,69,75,116,129,131,143,171,203,209,252,284,325,357,361,378,395,411],"users,":[41,66],"for":[42,67,158,257,293,352,376],"improvement,":[44],"be":[45,167,177,201],"described":[46],"understood":[48,202],"services?":[51],"we":[54,90,136,343],"understand":[55],"internal":[57],"response":[58],"(to":[59],"improvement)":[71],"as":[72],"a":[73,182,216,221,247,258,371,384],"strategic":[74,133],"cultural":[76,287],"process?":[77],"Design/methodology/approach":[78],"This":[79,367],"study":[80,404],"focuses":[81],"two":[83],"main":[84],"levels:":[85],"operational":[87],"level,":[88,134],"where":[89,135,387],"analyse":[91,137],"how":[92,347],"service":[94,114,121,141,144,164,198,243,259,264,307,380,393,396],"offerings":[95],"(or":[96],"concepts)":[97],"designed":[99],"meet":[101],"needs":[103],"(and":[104],"changing":[105],"needs)":[106],"customers/citizens,":[109],"design":[111,360],"process,":[115],"formation":[118],"system":[122,244],"terms":[124],"resources,":[126],"organisational":[127],"structure":[128],"culture;":[130],"interdependence":[139],"between":[140],"strategy":[142,394],"culture.":[145],"Three":[146],"cases":[147,275],"originating":[148],"from":[149,276],"Sweden":[153],"form":[154],"empirical":[156,403,414],"basis":[157,256],"study.":[160],"Findings":[161],"First,":[162],"concept":[165],"must":[166,200],"line":[169],"with,":[170],"match,":[172],"target":[174],"group":[175],"served.":[178],"If":[179],"there":[180],"gap":[183],"organisation":[185],"will":[186],"have":[187],"an":[188],"inherent":[189],"problem.":[191],"second":[193],"lesson":[194,239],"that":[196,215,241,261,406],"process":[199],"accepted":[204],"both":[206,388],"employees":[208],"users/customers.":[211],"results":[213],"show":[214],"lack":[217],"flexibility":[219],"common":[222],"reason":[223],"behind":[224],"problems.":[226],"Involving":[227],"more":[229,235,331],"one":[231,277],"way":[232],"designing":[234],"flexibility.":[236],"third":[238],"also":[246],"question":[248],"norms":[251],"values":[253],"forming":[254],"culture":[260,397],"supports":[262],"process.":[265],"Research":[266],"limitations/implications":[267],"article":[269,368],"based":[271],"just":[273],"three":[274],"country.":[278],"More":[279],"case":[280],"studies":[281],"needed,":[283],"different":[286,302],"contexts.":[288],"Practical":[289],"implications":[290],"organisations":[298],"not":[300],"very":[301],"when":[303,342],"compared":[304],"commercial":[306],"companies.":[308],"Customers":[309],"most":[311],"often":[312],"same":[314,318,335],"people,":[315],"with":[316],"\u2013":[319,322],"or":[320,332],"similar":[321],"needs,":[323],"expectations":[324],"requirements.":[326],"Quality":[327],"assessed":[329],"less":[333],"way.":[336],"differences":[338],"seem":[339],"surface":[341],"take":[344],"into":[345,400],"consideration":[346],"changes":[349],"exert":[350],"within":[354],"organisation,":[356],"delivery":[362],"services.":[365],"Originality/value":[366],"contributes":[369],"theoretical":[372],"point":[373],"departure":[375],"describing":[377],"analysing":[379],"dynamic":[385],"perspective,":[386],"key":[390],"aspects":[391],"taken":[399],"consideration.":[401],"shows":[405],"framework":[408],"useful":[410],"produces":[412],"fruitful":[413],"findings.":[415]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":3}],"updated_date":"2026-07-23T05:56:39.545243","created_date":"2016-06-24T00:00:00"}