{"id":"https://openalex.org/W1969169798","doi":"https://doi.org/10.1108/10662240610690007","title":"A collaborative model for service provision by multiple public\u2010sector agencies","display_name":"A collaborative model for service provision by multiple public\u2010sector agencies","publication_year":2006,"publication_date":"2006-08-01","ids":{"openalex":"https://openalex.org/W1969169798","doi":"https://doi.org/10.1108/10662240610690007","mag":"1969169798"},"language":"en","primary_location":{"id":"doi:10.1108/10662240610690007","is_oa":false,"landing_page_url":"https://doi.org/10.1108/10662240610690007","pdf_url":null,"source":{"id":"https://openalex.org/S63576417","display_name":"Internet Research","issn_l":"1066-2243","issn":["1066-2243","2054-5657"],"is_oa":false,"is_in_doaj":false,"is_core":true,"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":"Internet Research","raw_type":"journal-article"},"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/A5048989760","display_name":"Hsin\u2010Pin Fu","orcid":"https://orcid.org/0000-0002-7185-6557"},"institutions":[{"id":"https://openalex.org/I109289231","display_name":"National Kaohsiung First University of Science and Technology","ror":"https://ror.org/03858r716","country_code":"TW","type":"education","lineage":["https://openalex.org/I109289231"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Hsin\u2010Pin Fu","raw_affiliation_strings":["Department of Marketing and Distribution Management, National Kaohsiung First University of Science and Technology, Kaohsiung, Taiwan, Republic of China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing and Distribution Management, National Kaohsiung First University of Science and Technology, Kaohsiung, Taiwan, Republic of China","institution_ids":["https://openalex.org/I109289231"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5050857532","display_name":"Tien\u2010Hsiang Chang","orcid":"https://orcid.org/0000-0002-8160-0846"},"institutions":[{"id":"https://openalex.org/I89178830","display_name":"National Kaohsiung University of Applied Sciences","ror":"https://ror.org/04wydzr61","country_code":"TW","type":"education","lineage":["https://openalex.org/I89178830"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Tien\u2010Hsiang Chang","raw_affiliation_strings":["Department of Information Management, National Kaohsiung University of Applied Sciences, Kaohsiung, Taiwan, Republic of China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Information Management, National Kaohsiung University of Applied Sciences, Kaohsiung, Taiwan, Republic of China","institution_ids":["https://openalex.org/I89178830"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5066368017","display_name":"Pei Chao","orcid":null},"institutions":[{"id":"https://openalex.org/I109289231","display_name":"National Kaohsiung First University of Science and Technology","ror":"https://ror.org/03858r716","country_code":"TW","type":"education","lineage":["https://openalex.org/I109289231"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Pei Chao","raw_affiliation_strings":["Department of Marketing and Distribution Management, National Kaohsiung First University of Science and Technology, Kaohsiung, Taiwan, Republic of China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing and Distribution Management, National Kaohsiung First University of Science and Technology, Kaohsiung, Taiwan, Republic of China","institution_ids":["https://openalex.org/I109289231"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5003032115","display_name":"Chyou\u2010Huey Chiou","orcid":null},"institutions":[{"id":"https://openalex.org/I1327533815","display_name":"Ministry of Economic Affairs","ror":"https://ror.org/042ge0913","country_code":"TW","type":"government","lineage":["https://openalex.org/I1327533815","https://openalex.org/I4405257903"]},{"id":"https://openalex.org/I4210086543","display_name":"Industrial Development Bureau","ror":"https://ror.org/001s1be73","country_code":"TW","type":"government","lineage":["https://openalex.org/I1327533815","https://openalex.org/I4210086543","https://openalex.org/I4405257903"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Chyou\u2010Huey Chiou","raw_affiliation_strings":["Industrial Development Bureau, Ministry of Economics Affairs, Taipei, Taiwan, Republic of China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Industrial Development Bureau, Ministry of Economics Affairs, Taipei, Taiwan, Republic of China","institution_ids":["https://openalex.org/I1327533815","https://openalex.org/I4210086543"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.5768,"has_fulltext":false,"cited_by_count":7,"citation_normalized_percentile":{"value":0.79486538,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":94},"biblio":{"volume":"16","issue":"4","first_page":"365","last_page":"379"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9973999857902527,"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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9973999857902527,"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/T10953","display_name":"E-Government and Public Services","score":0.9965999722480774,"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"}},{"id":"https://openalex.org/T11912","display_name":"Outsourcing and Supply Chain Management","score":0.9904999732971191,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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/business","display_name":"Business","score":0.602767825126648},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5565142035484314},{"id":"https://openalex.org/keywords/government","display_name":"Government (linguistics)","score":0.5256420373916626},{"id":"https://openalex.org/keywords/public-sector","display_name":"Public sector","score":0.4848402738571167},{"id":"https://openalex.org/keywords/incentive","display_name":"Incentive","score":0.46771565079689026},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.44354063272476196},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.4367660880088806},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.43478095531463623},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.40643882751464844},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.3911963105201721},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.36771121621131897},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.20425787568092346}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.602767825126648},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5565142035484314},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.5256420373916626},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.4848402738571167},{"id":"https://openalex.org/C29122968","wikidata":"https://www.wikidata.org/wiki/Q1414816","display_name":"Incentive","level":2,"score":0.46771565079689026},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.44354063272476196},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.4367660880088806},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.43478095531463623},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.40643882751464844},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.3911963105201721},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.36771121621131897},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.20425787568092346},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C136264566","wikidata":"https://www.wikidata.org/wiki/Q159810","display_name":"Economy","level":1,"score":0.0},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","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/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/10662240610690007","is_oa":false,"landing_page_url":"https://doi.org/10.1108/10662240610690007","pdf_url":null,"source":{"id":"https://openalex.org/S63576417","display_name":"Internet Research","issn_l":"1066-2243","issn":["1066-2243","2054-5657"],"is_oa":false,"is_in_doaj":false,"is_core":true,"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":"Internet Research","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.5099999904632568,"display_name":"Partnerships for the goals","id":"https://metadata.un.org/sdg/17"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":24,"referenced_works":["https://openalex.org/W89024258","https://openalex.org/W1514923836","https://openalex.org/W1967213629","https://openalex.org/W1967446486","https://openalex.org/W1973957862","https://openalex.org/W1990586219","https://openalex.org/W1995951555","https://openalex.org/W2007225759","https://openalex.org/W2012707937","https://openalex.org/W2023933666","https://openalex.org/W2026419634","https://openalex.org/W2043297748","https://openalex.org/W2047228862","https://openalex.org/W2065846163","https://openalex.org/W2068117758","https://openalex.org/W2084173700","https://openalex.org/W2091049640","https://openalex.org/W2106180529","https://openalex.org/W2148693280","https://openalex.org/W2150169435","https://openalex.org/W2152739340","https://openalex.org/W2158421087","https://openalex.org/W2548625559","https://openalex.org/W6630694174"],"related_works":["https://openalex.org/W2307997317","https://openalex.org/W1989636936","https://openalex.org/W2166419569","https://openalex.org/W35927194","https://openalex.org/W2077085475","https://openalex.org/W2043140918","https://openalex.org/W2566215477","https://openalex.org/W2015365077","https://openalex.org/W2773847649","https://openalex.org/W2770608370"],"abstract_inverted_index":{"Purpose":[0],"This":[1,179,199],"study":[2,54,200],"proposes":[3],"an":[4,66,171],"integrated":[5],"collaborative":[6,45,213],"web":[7,123,176,180],"site":[8,124,181],"among":[9],"government":[10,21,197,205],"agencies":[11,31,107,138,206],"to":[12,32,139,148,210,215],"enhance":[13,216],"customer":[14,190],"satisfaction":[15,191],"with":[16,192],"the":[17,75,90,100,103,121,130,141,152,157,161,169,175,193,219],"service":[18,35,131,155,194,217],"quality":[19,195],"of":[20,40,92,102,133,154,163,196],"agencies.":[22,198],"Design/methodology/approach":[23],"The":[24,52,116],"present":[25,53],"authors":[26],"invited":[27],"all":[28,96],"involved":[29],"public\u2010sector":[30],"integrate":[33],"their":[34],"processes":[36,132],"into":[37],"a":[38,79,84,134,184],"model":[39,142,173,187],"one\u2010stop":[41],"shopping":[42],"and":[43,98,111,165,168],"established":[44],"mechanism":[46],"for":[47,62,74,119,174,203],"providing":[48],"customized":[49],"service.":[50],"Findings":[51],"has":[55],"identified":[56],"five":[57],"factors":[58,69],"that":[59,146,188,207],"were":[60,151],"critical":[61],"success":[63],"in":[64,128,218],"such":[65],"undertaking.":[67],"These":[68],"included:":[70],"establishing":[71,83,120],"appropriate":[72,109],"regulations":[73],"implementation":[76],"process;":[77],"designing":[78],"viable":[80],"collaborative\u2010service":[81,122],"system;":[82],"closely":[85],"connected":[86],"virtual":[87],"organization;":[88],"ensuring":[89],"participation":[91],"senior":[93],"managers":[94],"from":[95,105],"agencies;":[97],"obtaining":[99],"cooperation":[101],"facilitators":[104],"various":[106],"(including":[108],"merit":[110],"bonus":[112],"incentives).":[113],"Practical":[114],"implications":[115],"real":[117],"challenge":[118],"was":[125],"managerial":[126],"\u2013":[127],"combining":[129],"dozen":[135],"or":[136],"more":[137],"make":[140],"work.":[143],"Managerial":[144],"issues":[145],"need":[147],"be":[149],"addressed":[150],"design":[153],"processes,":[156],"overall":[158],"organizational":[159],"structure,":[160],"establishment":[162,170],"audit":[164],"supervision":[166],"procedures,":[167],"operational":[172],"site.":[177],"Originality/value":[178],"serves":[182],"as":[183],"successful":[185],"\u201cone\u2010stop\u2010shopping\u201d":[186],"increases":[189],"provides":[201],"information":[202],"other":[204],"might":[208],"wish":[209],"establish":[211],"similar":[212],"models":[214],"public":[220],"sector.":[221]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":1},{"year":2012,"cited_by_count":1}],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2025-10-10T00:00:00"}