{"id":"https://openalex.org/W2045160256","doi":"https://doi.org/10.1108/02621710010318756","title":"A value\u2010creating model for effective policy services","display_name":"A value\u2010creating model for effective policy services","publication_year":2000,"publication_date":"2000-04-01","ids":{"openalex":"https://openalex.org/W2045160256","doi":"https://doi.org/10.1108/02621710010318756","mag":"2045160256"},"language":"en","primary_location":{"id":"doi:10.1108/02621710010318756","doi":"https://doi.org/10.1108/02621710010318756","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02621710010318756","pdf_url":null,"source":{"id":"https://openalex.org/S204305389","display_name":"Journal of Management Development","issn_l":"0262-1711","issn":["0262-1711","1758-7492"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"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":"Journal of Management Development","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/A5043747995","display_name":"Allan J. Behm","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4405281334","display_name":"Australian Defence Force","ror":"https://ror.org/047fqap31","country_code":"AU","type":"government","lineage":["https://openalex.org/I2801453606","https://openalex.org/I4405281334"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Allan Behm","raw_affiliation_strings":["International Policy Division, Australian Defence Headquarters, Canberra, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"International Policy Division, Australian Defence Headquarters, Canberra, Australia","institution_ids":["https://openalex.org/I4405281334"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5053103376","display_name":"Lynne Bennington","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I196829312","display_name":"La Trobe University","ror":"https://ror.org/01rxfrp27","country_code":"AU","type":"education","lineage":["https://openalex.org/I196829312"]}],"countries":["AU"],"is_corresponding":false,"raw_author_name":"Lynne Bennington","raw_affiliation_strings":["Graduate School of Management, La Trobe University, Melbourne, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Graduate School of Management, La Trobe University, Melbourne, Australia","institution_ids":["https://openalex.org/I196829312"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5023864413","display_name":"James Cummane","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"James Cummane","raw_affiliation_strings":["Value Creation Group, Melbourne, Australia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Value Creation Group, Melbourne, Australia","institution_ids":[]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":3.7402,"has_fulltext":false,"cited_by_count":33,"citation_normalized_percentile":{"value":0.92906697,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"19","issue":"3","first_page":"162","last_page":"178"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10213","display_name":"Public Policy and Administration Research","score":0.98580002784729,"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":0.98580002784729,"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/T12010","display_name":"Evaluation and Performance Assessment","score":0.006500000134110451,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12687","display_name":"Public Administration in Developing Nations","score":0.0044999998062849045,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/value-creation","display_name":"value creation","score":0.8489999771118164},{"id":"https://openalex.org/keywords/customer-value","display_name":"customer value","score":0.7689999938011169},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.4790000021457672},{"id":"https://openalex.org/keywords/performance-evaluation","display_name":"performance evaluation","score":0.7519999742507935},{"id":"https://openalex.org/keywords/public-services","display_name":"public services","score":0.5460000038146973},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.8180000185966492},{"id":"https://openalex.org/keywords/service-delivery-models","display_name":"service delivery models","score":0.6549999713897705}],"concepts":[{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.5704792737960815},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5677510499954224},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5090760588645935},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5070176124572754},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5006675720214844},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4717070758342743},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.4383414089679718},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4144743084907532},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.21869352459907532},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.07573142647743225},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"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:10.1108/02621710010318756","doi":"https://doi.org/10.1108/02621710010318756","is_oa":false,"landing_page_url":"https://doi.org/10.1108/02621710010318756","pdf_url":null,"source":{"id":"https://openalex.org/S204305389","display_name":"Journal of Management Development","issn_l":"0262-1711","issn":["0262-1711","1758-7492"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-c","anvur-scientific","cwts-core","fnege-4","jufo-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"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":"Journal of Management Development","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":11,"referenced_works":["https://openalex.org/W561395575","https://openalex.org/W1970780370","https://openalex.org/W1984303374","https://openalex.org/W1985704421","https://openalex.org/W1987369633","https://openalex.org/W2005843294","https://openalex.org/W2079809894","https://openalex.org/W2129008697","https://openalex.org/W2799225116","https://openalex.org/W2936651221","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2002381584","https://openalex.org/W3210106728","https://openalex.org/W7082478174","https://openalex.org/W2470685032","https://openalex.org/W4312198623","https://openalex.org/W7097762033","https://openalex.org/W4221092657","https://openalex.org/W2891666187","https://openalex.org/W2029758834","https://openalex.org/W3011525479"],"abstract_inverted_index":{"Policy":[0],"services":[1,16,48,64,100],"have":[2],"generally":[3],"escaped":[4],"performance":[5],"evaluation":[6,10,97],"techniques.":[7],"Traditionally,":[8],"the":[9,12,33,59,72,94],"of":[11,14,40,46,62,74,82,98],"quality":[13],"policy":[15,47,63,83,99],"has":[17,22],"been":[18],"internally":[19],"driven,":[20],"and":[21,28,53,66,96,101],"tended":[23],"to":[24,104],"rely":[25],"on":[26],"definitions":[27,39],"process":[29],"practices":[30],"determined":[31],"by":[32],"service":[34,84],"provider":[35],"rather":[36],"than":[37],"customer":[38,75,106],"value.":[41,70],"In":[42],"this":[43],"study,":[44],"customers":[45],"(ministers,":[49],"ex\u2010ministers,":[50],"department":[51],"secretaries":[52],"key":[54],"advisers)":[55],"were":[56,65],"asked":[57],"what":[58,67],"ideal":[60],"characteristics":[61],"would":[68],"create":[69],"On":[71],"basis":[73],"values,":[76],"an":[77],"integrated":[78],"four":[79],"level":[80],"model":[81,89],"provision":[85],"was":[86],"developed.":[87],"This":[88],"potentially":[90],"provides":[91],"guidance":[92],"for":[93],"development":[95],"should":[102],"lead":[103],"greater":[105],"satisfaction.":[107]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-09-22T06:50:58.402377","created_date":"2016-06-24T00:00:00"}
