Asmuss2007

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Asmuss2007
BibType ARTICLE
Key Asmuss2007
Author(s) Birte Asmuß
Title What do people expect from public services? Requests in public service encounters
Editor(s)
Tag(s) EMCA
Publisher
Year 2007
Language
City
Month
Journal Hermes: Journal of Language and Communication Studies
Volume
Number 38
Pages 65–83
URL Link
DOI 10.7146/hjlcb.v20i38.25905
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

What do customers expect from public services? This question has been addressed in numerous ways, and there are plenty of reasons why this question is worthwhile asking. One of them has to do with service quality: If counsellors in public service encounters know about customer expectations, they may be able to adjust their actions accordingly and thereby increase public service quality. One way to nd out about customer expectation is to look closer at the actual encounter between the public and public services. The current study will investigate public service encounters at the Danish Public Employment Service. Here, one speci c activity will be investigated in more detail, namely requests. Requests are a common and crucial activity in public service encounters. Research on requests has shown that participants in interaction orient to aspects of entitlement and contingencies in regard to the recipient’s ability to comply with the request. The current study will investigate in how far these ndings correspond with the customer’s orientation to public service encounters at the Public Employment Service. The study will conclude by discussing implications for the workplace.

Notes