A customer-oriented model for managing quality in human services

Administration in Social Work

Volumn 24, Issue 2, 2000, Pages 1-14

  Selber, Katherine ^a   Streeter, Calvin ^b  

^a TEXAS STATE UNIVERSITY   (United States)

^b UNIVERSITY OF TEXAS AT AUSTIN   (United States)

Author keywords

Management; Quality man agement; Service quality; Total quality management

Indexed keywords

EID: 0039925401     PISSN: 03643107     EISSN: 15444376     Source Type: Journal    
DOI: 10.1300/J147v24n02_01     Document Type: Article

References (29)

1. Austin, D. (1994). The human service organization: A distinctive administrative setting. Unpublished manuscript, the University of Texas at Austin.
2. Brannen, S., & Streeter, C. (1995). Doing it with data: Total quality management and the evaluation of human services. In B. Gummer and P. McCallion (Eds.), Total quality management in social services. New York: Professional Development Program of Rockefeller College.
3. Carr, D., Littman, I., & Condon, J. (1995). Improvement driven government: Public service for the 21st century. Washington, DC: Coopers & Lybrand.
4. Gregoire, T., Rapp, C., & Poertner, J. (1995). The new management: Assessing the fit of total quality management and social agencies. In B. Gummer, and P. McCallion, (Eds.), Total quality management in social services. New York: Professional Development Program of Rockefeller College.
5. Gummer, B., & McCallion, P. (Eds.) (1995). Total quality management in social services. New York: Professional Development Program of Rockefeller College.
6. Hammer, M., & Champy, J. (1993). Reengineering the corporation. New York: Harper Business.
7. Hammer, M., & Stanton, S. (1995). The reengineering revolution. New York: Harper Business.
8. Hasenfeld, Y. (1992). The nature of human service organizations. In Y. Hasenfeld, (Ed.), Human services as complex organizations. Newbury Park, CA: Sage Publications.
9. Martin, L. (1993). Total quality management in human service organizations. Newbury Park, CA: Sage Publications.
10. Martin, L. (1995). Measuring customer satisfaction. In B. Gummer, & P. McCallion (Eds.), Total quality management in social services. New York: Professional Development Program of Rockefeller College.
11. Milakovich, M. (1996).How quality oriented have state and local governments really become? In J. Cortada and J. Woods (Eds.), The quality yearbook. New York: McGraw Hill.
12. Mintzberg, H. (1996). Managing government, governing management. Harvard Business Review, 75-83.
13. Moore, S., & Kelly, M. (1996). Quality now: Moving human service organizations toward a consumer orientation to service quality. Social Work, 41, 33-40.
14. Moore, S., & Kelly, M., Lauderdale, M. (1998). Three fundamentals of service quality in welfare reform. Family & Community Health, 21 (2), 31-49.
15. Parasuraman, A., Berry, L. & Zeithaml, V. (1985). A conceptual model of service quality. Journal of Marketing, 49, 41-50.
16. Parasuraman, A., Berry, L. & Zeithaml, V. (1986). SERVQUAL: A multiple item scale for measuring customer perceptions of service quality. Cambridge, MA: Marketing Science Institute.
17. Parasuraman, A., Berry, L. & Zeithaml, V. (1988). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality and its implications for future research. Journal of Retailing, 64 (Spring), 26-43.
18. Parasuraman, A., Berry, L. & Zeithaml, V. (1990). An empirical examination in an extended service quality model. Cambridge, MA: Marketing Science Institute.
19. Parasuraman, A., Berry, L. & Zeithaml, V. (1991). Perceived service quality as a customer-based performancemeasure: An empirical examination of organizational barriers using an extended service quality model. Human Resource Management, 30 (3), 335-364.
20. Parasuraman, A., Berry, L., & Zeithaml, V. (1993). More on improving service quality management. Journal of Retailing, 67 (4), 420-450.
21. Parasuraman, A., Zeithaml, V., & Berry, L. (1994). Moving forward in service quality research. Cambridge, MA: Marketing Science Institute.
22. Patti, R. (1987). Managing for service effectiveness in social welfare: Towards a performance model. Administration in Social Work, 11, 7-22.
23. Pruger, R., & Miller, L. (1991). Efficiency and the social services: Part A. Administration in Social Work, 15, 5-23.
24. Rapp, C., & Portner, J. (1992). Social administration: A client centered approach. New York: Longman Publishing.
25. Saraph, J., Benson, G., & Schroeder, R. (1991). An instrument for measuring the critical factors of quality management. Decision Sciences, 20, 810-829.
26. Selber, K. (1997). Measuring customer perceptions of service quality in human services. Unpublished dissertation, The University of Texas, Austin.
27. Spencer, B. (1994).Models of organization and total quality management. Academy of Management review, 19, 3, 446-471.
28. Wagenheim, G., & Reurnik, J. (1991). Customer service in public administration. Public Administration Review, 51 (3), 263-270.
29. Zeithaml, V., Parasuraman, A. & Berry, L. (1994). Delivering service quality: Balancing customer perceptions and expectations. New York: The Free Press.