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首页> 外文期刊>International Journal of Services and Operations Management >An analysis on enhancing service delivery in the United States Coast Guard
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An analysis on enhancing service delivery in the United States Coast Guard

机译：加强美国海岸警卫队服务交付的分析

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摘要

In much the same way that a private sector business must attain and sustain a level of customer service sufficient to please and retain its customers, so too must government agencies. This paper proposes a framework upon which government agencies such as the Coast Guard can build and enrich their service capabilities. The paper identified that the Coast Guard strives to enhance the service it provides to its customers and offers solutions that are currently outcome-oriented. The research utilised well known management theories to enhance service provider-stakeholder interactions, insights from front-line service providers and stakeholders, and implementing the current outcome-oriented approach to build the framework proposed in this paper.
机译：私营企业必须达到并维持足以取悦并留住客户的客户服务水平，政府机构也必须如此。本文提出了一个框架，在该框架上，海岸警卫队等政府机构可以建立并丰富其服务能力。该文件指出，海岸警卫队致力于增强向客户提供的服务，并提供目前以结果为导向的解决方案。该研究利用众所周知的管理理论来增强服务提供商与利益相关者之间的互动，一线服务提供商和利益相关者的见解，并采用当前的面向结果的方法来构建本文提出的框架。

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