000			00966pab a2200145 454500
008			180718b xxu||||| |||| 00| 0 eng d
100			_aWagenheim, George D.
245			_aCustomer services in public admininstration
520			_aThe authors believe that "customer-service management" will provide the organizing and operating strategy for the coming decade, and in this commentary they review the logic and components of that approach. Bu focusing on the needs of both external and internal customers, the organization develops means and mechanisms that benefit agency personnel as well as the people they serve in the process. As both a "driver and evaluator" of agency performance, customer service creates the agency through higher motivation and morale, self improvement, cost reduction, and ivvovation. Reproduced
650			_a Customer Service
650			_aPublic Admininstration
700			_aReurink, John H.
773			_aPublic Administration
909			_a847
999			_c847 _d847