메뉴 건너뛰기




Volumn 84, Issue 4, 2006, Pages 845-860

Customer care and the public service ethos

Author keywords

[No Author keywords available]

Indexed keywords

ETHICS; PUBLIC SECTOR; PUBLIC SERVICE; STATE ROLE;

EID: 33750728893     PISSN: 00333298     EISSN: 14679299     Source Type: Journal    
DOI: 10.1111/j.1467-9299.2006.00615.x     Document Type: Article
Times cited : (54)

References (66)
  • 2
    • 33750696078 scopus 로고    scopus 로고
    • 'Successful change must build on the public service ethos'
    • 1 October
    • Barber, B. 2003. 'Successful change must build on the public service ethos', The Guardian, 1 October.
    • (2003) The Guardian
    • Barber, B.1
  • 3
    • 0004249549 scopus 로고
    • Milton Keynes: Open University Press
    • Bauman, Z. 1988. Freedom. Milton Keynes: Open University Press.
    • (1988) Freedom
    • Bauman, Z.1
  • 4
    • 11744294948 scopus 로고    scopus 로고
    • 'Complaints Within Constraints: A Critical Review and Analysis of the Citizen's Charter Complaints Task Force'
    • Blackmore, M. 1997. 'Complaints Within Constraints: A Critical Review and Analysis of the Citizen's Charter Complaints Task Force', Public Policy and Administration, 12, 3, 28-41.
    • (1997) Public Policy and Administration , vol.12 , Issue.3 , pp. 28-41
    • Blackmore, M.1
  • 5
    • 33750712136 scopus 로고    scopus 로고
    • 'Labour Party Conference Speech'
    • 28 September
    • Blair, T. 1999. 'Labour Party Conference Speech', 28 September (http://news.bbc.co.uk/1/hi/uk_politics/460009.stm).
    • (1999)
    • Blair, T.1
  • 6
    • 0345478527 scopus 로고    scopus 로고
    • 'Speech on Reform of Public Services'
    • 16 July
    • Blair, T. 2001. 'Speech on Reform of Public Services', 16 July (http://www.pm.gov.uk/output/Page1594.asp).
    • (2001)
    • Blair, T.1
  • 7
    • 34250326523 scopus 로고    scopus 로고
    • 'Speech on Welfare Reform'
    • 10 June
    • Blair, T. 2002a. 'Speech on Welfare Reform', 10 June (http://www.pm.gov.uk/output/Page1716.asp).
    • (2002)
    • Blair, T.1
  • 10
    • 33750694703 scopus 로고    scopus 로고
    • 'Progressive Governance'
    • Blair, T. 2003. 'Progressive Governance', Policy Network (http://www.progressive-governance.net/php/print_preview.php?aid=35).
    • (2003) Policy Network
    • Blair, T.1
  • 11
    • 0033393966 scopus 로고    scopus 로고
    • 'Social Housing Reforms in England and Wales: A Public Choice Evaluation'
    • Boyne, G.A. and R.M. Walker. 1999. 'Social Housing Reforms in England and Wales: A Public Choice Evaluation', Urban Studies, 36, 13, 2237-62.
    • (1999) Urban Studies , vol.36 , Issue.13 , pp. 2237-2262
    • Boyne, G.A.1    Walker, R.M.2
  • 12
    • 0000371602 scopus 로고    scopus 로고
    • 'The New Public Service Ethos: An Ethical Environment for Governance'
    • Brereton, M. and M. Temple. 1999. 'The New Public Service Ethos: An Ethical Environment for Governance', Public Administration, 77, 3, 455-74.
    • (1999) Public Administration , vol.77 , Issue.3 , pp. 455-474
    • Brereton, M.1    Temple, M.2
  • 13
    • 33845641860 scopus 로고    scopus 로고
    • 'Prosperity and Justice for All'
    • Brighton, 27 September
    • Brown, G. 2004. 'Prosperity and Justice for All', Speech to the Labour Party Conference, Brighton, 27 September (http://www.labour.org.uk/ ac2004news?ux_news_id=ac04gb).
    • (2004) Speech to the Labour Party Conference
  • 15
    • 33750720727 scopus 로고    scopus 로고
    • 'Government's 12 Principles for Market Testing and Contracting Out'
    • Cabinet Office
    • Cabinet Office. 1997. 'Government's 12 Principles for Market Testing and Contracting Out' (http://www.newsrelease-archive.net/coi/depts/GCO/ coi4194d.ok).
    • (1997)
  • 16
    • 0004283078 scopus 로고    scopus 로고
    • Cabinet Office. Cmnd. 4310. London: HMSO
    • Cabinet Office. 1999. Modernising Government, Cmnd. 4310. London: HMSO (http://citu.gov.uk/moderngov/whitepaper/4310.htm).
    • (1999) Modernising Government
  • 17
    • 0003615123 scopus 로고
    • 'Ethics in Public Service'
    • in R. Chapman (ed.), Edinburgh: Edinburgh University Press
    • Chapman, R. 1993. 'Ethics in Public Service', in R. Chapman (ed.), Ethics in Public Service. Edinburgh: Edinburgh University Press, pp. 155-72.
    • (1993) Ethics in Public Service , pp. 155-172
    • Chapman, R.1
  • 19
    • 33750717921 scopus 로고    scopus 로고
    • 'Whatever Happened to Stock Transfer? A Comparative Study of Birmingham and Glasgow Councils' Attempts to Privatize their Council Housing Stock'
    • Paper for the Sheffield
    • Daly, G., G. Mooney, H. Davis and L. Poole. 2004. 'Whatever Happened to Stock Transfer? A Comparative Study of Birmingham and Glasgow Councils'Attempts to Privatize their Council Housing Stock', Paper for the Transforming Social Housing Conference, Sheffield, http://www.york.ac.uk/inst/chp/hsa/spring04/papers.htm).
    • (2004) Transforming Social Housing Conference
    • Daly, G.1    Mooney, G.2    Davis, H.3    Poole, L.4
  • 20
    • 0003652655 scopus 로고
    • Department of the Environment. Cmnd. 9714. London: The Stationery Office
    • Department of the Environment. 1986. Paying for Local Government, Cmnd. 9714. London: The Stationery Office.
    • (1986) Paying for Local Government
  • 21
    • 0003684973 scopus 로고    scopus 로고
    • DETR (Department of the Environment, Transport and the Regions). Cmnd. 4014. London: The Stationery Office
    • DETR (Department of the Environment, Transport and the Regions). 1998. Modern Local Government: In Touch with the People, Cmnd. 4014. London: The Stationery Office.
    • (1998) Modern Local Government: In Touch With the People
  • 23
    • 0003763904 scopus 로고    scopus 로고
    • DTLR (Department of Transport, Local Government and the Regions). Cmnd. 5327. London: The Stationery Office
    • DTLR (Department of Transport, Local Government and the Regions). 2001. Strong Local Leadership, Quality Public Services, Cmnd. 5327. London: The Stationery Office.
    • (2001) Strong Local Leadership, Quality Public Services
  • 24
    • 0040428131 scopus 로고    scopus 로고
    • 'What Price New Public Management'
    • Doig, A. and J. Wilson. 1998. 'What Price New Public Management', Political Quarterly, 69, 3, 267-80.
    • (1998) Political Quarterly , vol.69 , Issue.3 , pp. 267-280
    • Doig, A.1    Wilson, J.2
  • 26
    • 0042626937 scopus 로고    scopus 로고
    • 'The Market and the Forum: Three Varieties of Political Theory'
    • in R.E. Goodin and P. Pettit (eds) Oxford: Blackwell
    • Elster, J. 1997. 'The Market and the Forum: Three Varieties of Political Theory', in R.E. Goodin and P. Pettit (eds), Contemporary Political Philosophy: An Anthology. Oxford: Blackwell, pp. 128-42.
    • (1997) Contemporary Political Philosophy: An Anthology , pp. 128-142
    • Elster, J.1
  • 27
    • 4243504780 scopus 로고    scopus 로고
    • 'Continuity and Change in the Public Services'
    • in D. Farnham, and S. Horton (eds) London: Macmillan Business Press
    • Farnham, D. and S. Horton. 1996. 'Continuity and Change in the Public Services', in D. Farnham, and S. Horton (eds), Managing People in the Public Services. London: Macmillan Business Press, pp. 3-42.
    • (1996) Managing People in the Public Services , pp. 3-42
    • Farnham, D.1    Horton, S.2
  • 28
    • 33750691441 scopus 로고    scopus 로고
    • 'Getting the right place in history'
    • May - memo published in 19 July
    • Gould, P. 2000. 'Getting the right place in history', May - memo published in The Times, 19 July.
    • (2000) The Times
    • Gould, P.1
  • 29
    • 84982711471 scopus 로고
    • 'Having the Bun and the Half-Penny: Can Old Public Service Ethics Survive in the New Whitehall?'
    • Greenaway, J. 1995. 'Having the Bun and the Half-Penny: Can Old Public Service Ethics Survive in the New Whitehall?', Public Administration, 73, 3, 357-74.
    • (1995) Public Administration , vol.73 , Issue.3 , pp. 357-374
    • Greenaway, J.1
  • 30
    • 33750700074 scopus 로고    scopus 로고
    • 'Public Values'
    • Guardian, The. 2003. special supplement, 1 October
    • Guardian, The. 2003. 'Public Values', special supplement, 1 October.
    • (2003)
  • 32
    • 33750709390 scopus 로고    scopus 로고
    • 'Sticky times for NHS glue'
    • 1 October
    • Hall, S. 2003. 'Sticky times for NHS glue', The Guardian, 1 October.
    • (2003) The Guardian
    • Hall, S.1
  • 33
    • 0242676223 scopus 로고    scopus 로고
    • 'PPPs and the Changing Public Sector Ethos: Case-study Evidence from the Health and Local Authority Sectors'
    • Hebson, G., D. Grimshaw and M. Marchington. 2003. 'PPPs and the Changing Public Sector Ethos: Case-study Evidence from the Health and Local Authority Sectors', Work, Employment and Society, 17, 3, 481-501.
    • (2003) Work, Employment and Society , vol.17 , Issue.3 , pp. 481-501
    • Hebson, G.1    Grimshaw, D.2    Marchington, M.3
  • 34
    • 33750710525 scopus 로고    scopus 로고
    • Ottowa: Canadian Centre for Management Development
    • Hennessy, P. 1997. The Essence of Public Service. Ottowa: Canadian Centre for Management Development.
    • (1997) The Essence of Public Service
    • Hennessy, P.1
  • 35
    • 84982705844 scopus 로고
    • 'A Public Management for All Seasons'
    • Hood, C. 1991. 'A Public Management for All Seasons', Public Administration, 69, 1, 3-19.
    • (1991) Public Administration , vol.69 , Issue.1 , pp. 3-19
    • Hood, C.1
  • 40
    • 0034944922 scopus 로고    scopus 로고
    • 'Trends in Public Participation: Part 2 - Citizens' Perspectives'
    • Lowndes, V., L. Pratchett and G. Stoker. 2001. 'Trends in Public Participation: Part 2 - Citizens' Perspectives', Public Administration, 79, 2, 445-55.
    • (2001) Public Administration , vol.79 , Issue.2 , pp. 445-455
    • Lowndes, V.1    Pratchett, L.2    Stoker, G.3
  • 41
    • 33750700556 scopus 로고    scopus 로고
    • Press conference, quoted in P. Waugh 'Milburn and Clarke take on Brown over reforms
    • 12 January
    • Milburn, A. 2003. Press conference, quoted in P. Waugh, 'Milburn and Clarke take on Brown over reforms, The Independent, 12 January.
    • (2003) The Independent
    • Milburn, A.1
  • 42
    • 84928696507 scopus 로고    scopus 로고
    • 'Attitudes to Public Service Reform'
    • MORI. 6 July
    • MORI. 2004a. 'Attitudes to Public Service Reform', 6 July.
    • (2004)
  • 43
    • 33750690596 scopus 로고    scopus 로고
    • 'New Labour and Delivery'
    • MORI. 15 May
    • MORI. 2004b. 'New Labour and Delivery', 15 May.
    • (2004)
  • 44
    • 85013371402 scopus 로고    scopus 로고
    • Citizens as Consumers: The Government-citizen Relationship in England, 1997-2003
    • Unpublished DPhil thesis, University of Oxford
    • Needham, C. 2004. Citizens as Consumers: The Government-citizen Relationship in England, 1997-2003. Unpublished DPhil thesis, University of Oxford.
    • (2004)
    • Needham, C.1
  • 46
    • 0242450105 scopus 로고    scopus 로고
    • 'The Public Interest: A Political and Administrative Convenience?'
    • in R. Chapman (ed.) Aldershot: Ashgate
    • O'Toole, B. 2000. 'The Public Interest: A Political and Administrative Convenience?', in R. Chapman (ed.), Ethics in Public Service for the New Millennium. Aldershot: Ashgate, pp. 71-91.
    • (2000) Ethics in Public Service for the New Millennium , pp. 71-91
    • O'Toole, B.1
  • 47
    • 33750691744 scopus 로고    scopus 로고
    • OPSR (Office of Public Services Reform)
    • OPSR (Office of Public Services Reform). 2002a. Principles of Public Service Reform (http://www.pm.gov.uk/files/pdf/Principles.pdf).
    • (2002) Principles of Public Service Reform
  • 48
    • 10744224643 scopus 로고    scopus 로고
    • 'A Public Service Ethic and Political Accountability'
    • Plant, R. 2003. 'A Public Service Ethic and Political Accountability', Parliamentary Affairs, 56, 4, 560-79.
    • (2003) Parliamentary Affairs , vol.56 , Issue.4 , pp. 560-579
    • Plant, R.1
  • 51
    • 0001028771 scopus 로고    scopus 로고
    • 'Petty Bureaucracy and Woolly-minded Liberalism?'
    • Pratchett, L. and M. Wingfield. 1996. 'Petty Bureaucracy and Woolly-minded Liberalism?', Public Administration, 74, 4, 639-56.
    • (1996) Public Administration , vol.74 , Issue.4 , pp. 639-656
    • Pratchett, L.1    Wingfield, M.2
  • 53
    • 33750744889 scopus 로고    scopus 로고
    • PASC (Public Administration Select Committee)
    • PASC (Public Administration Select Committee). 2002. A Public Service Ethos, Seventh Report, Session 2001-02. (http://www.publications.parliament.uk/pa/cm200102/cmselect/cmpubadm/ 263/26302.htm).
    • (2002) A Public Service Ethos, Seventh Report, Session 2001-02
  • 55
    • 33750735806 scopus 로고    scopus 로고
    • 'We are the heirs of Nye'
    • 23 January
    • Reid, J. 2003. 'We are the heirs of Nye', The Guardian, 23 January.
    • (2003) The Guardian
    • Reid, J.1
  • 56
    • 33750714863 scopus 로고    scopus 로고
    • 'We can be consumers and citizens'
    • 13 November
    • Reid, J. 2004. 'We can be consumers and citizens', The Guardian, 13 November.
    • (2004) The Guardian
    • Reid, J.1
  • 57
    • 85006359760 scopus 로고    scopus 로고
    • 'Social democratic politics in an age of consumerism'
    • Paisley University, 28 January
    • Reid, J. 2005. 'Social democratic politics in an age of consumerism', Brough Lecture, Paisley University, 28 January.
    • (2005) Brough Lecture
    • Reid, J.1
  • 59
    • 33750720413 scopus 로고
    • 'The Rebuilding of Public Accountability'
    • in N. Flynn (ed.) London: Public Finance Foundation
    • Stewart, J. 1994. 'The Rebuilding of Public Accountability', in N. Flynn (ed.) Change in the Civil Service. London: Public Finance Foundation, pp. 75-80.
    • (1994) Change in the Civil Service , pp. 75-80
    • Stewart, J.1
  • 63
    • 85013410073 scopus 로고
    • 'The Reality of Reform and Accountability in Today's Public Service'
    • in N. Flynn (ed.) London: Public Finance Foundation
    • Waldegrave, W. 1994. 'The Reality of Reform and Accountability in Today's Public Service', in N. Flynn (ed.) Change in the Civil Service. London: Public Finance Foundation, pp. 81-8.
    • (1994) Change in the Civil Service , pp. 81-88
    • Waldegrave, W.1
  • 64
    • 33750693789 scopus 로고    scopus 로고
    • 'Efficiency, Efficiency, Efficiency, The Gershon Review: Public Service Efficiency and the Management of Change'
    • Work Foundation London: Work Foundation
    • Work Foundation. 2004. 'Efficiency, Efficiency, Efficiency, The Gershon Review: Public Service Efficiency and the Management of Change', London: Work Foundation (http://www.theworkfoundation.com/Assets/PDFs/ efficiency.pdf).
    • (2004)
  • 65
    • 33750735133 scopus 로고    scopus 로고
    • 'Blair berates Old Labour "snobs"'
    • 7 July
    • Watt, N. 1999 'Blair berates Old Labour "snobs"', The Guardian, 7 July.
    • (1999) The Guardian
    • Watt, N.1
  • 66
    • 33750704049 scopus 로고    scopus 로고
    • 'Defining the ethos'
    • 1 October
    • Wright, T. 2003. 'Defining the ethos', The Guardian, 1 October.
    • (2003) The Guardian
    • Wright, T.1


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.