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Publication type: Article in scientific journal
Type of review: Peer review (publication)
Title: Umgang mit heterogenen Kundengruppen
Authors: Flick Witzig, Martina Ute
Stoelker Reithaar, Barbara Doris
Schmidhauser, Beda
DOI: 10.21256/zhaw-4040
Published in: Yearbook of Swiss Administrative Science
Page(s): 181
Pages to: 195
Issue Date: 31-Dec-2015
Publisher / Ed. Institution: Schweizerische Gesellschaft für Verwaltungswissenschaften
ISSN: 2296-8717
Language: German
Subjects: Public management; Customer orientation; Heterogeneity
Subject (DDC): 350: Public administration
Abstract: In the literature on public management, the customer plays a prominent role. At the same time, however, the term „customer“ is treated with a certain amount of vagueness. In particular, little attention is paid to the fact that employees in public offices are confronted with a pronounced heterogeneity in the customer structure they have to deal with. The aim of the article is to describe what customer orientation means in public management today, and the role that the aspect of heterogeneity plays in this respect. In addition, an analysis is made of the factors which have an influence on the treatment of heterogeneous customer groups. Recommendations are then derived from the relevant findings.
Fulltext version: Published version
License (according to publishing contract): CC BY 4.0: Attribution 4.0 International
Departement: School of Management and Law
Organisational Unit: Institute of Public Management (IVM)
Appears in collections:Publikationen School of Management and Law

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