Citizen-centred service in Canada: From research to results

Professionalism and Public Service: Essays in Honour of Kenneth Kernaghan

Volumn , Issue , 2008, Pages 236-262

  Marson, Brian ^a  

^a Government of Canada   (Canada)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 84967222599     PISSN: None     EISSN: None     Source Type: Book    
DOI: None     Document Type: Chapter

References (8)

1. Brian Marson and Peter Ross, ‘Targeting Managers,’ Public Sector Management 16, no. 1 (2005): 4-119
2. ‘The 2002 IPAC Deputy Ministers’ Issues Survey-the Results,’ Public Sector Management 14, no. 1 (2005): 6-8.
3. Stephen Bent, Brian Marson, and Kenneth Kernaghan, Innovations and Good Practices in Single-Window Service (Ottawa: CCMD, 1999)
4. Marie Blythe Marie and Brian Marson, Good Practices in Citizen-Centred Service (Ottawa: CCMD, 1999)
5. Kernaghan, Marson, and Sandford Borins, The New Public Organization (Toronto: IPAC, 2001).
6. Ralph Heintzman, ‘Toward Citizen-Centred Service: The Government of Canada’s Service Improvement Strategy,’ Canadian Government Executive 4 (2001): 26-30.
7. James L. Heskett, W. Earl Sasser Jr, and Leonard A. Schlesinger, The Value Profit Chain (New York: Free Press, 2003).
8. Heintzman and Marson, ‘People, Service, and Trust: Is There a Public Sector Service Value Chain?’ International Review of Administrative Sciences 71, no. 4 (2005): 549-75.