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Customer Satisfaction Theory in Public Administration Education: Revisiting Student Evaluation of Teaching |
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| Authors: | Byoung Joon Kim Koichiro Otani Jeong-IL Cho |
| Institution: | 1. Department of Public Administration and Public Policy , Kookmin University , Seoul , South Korea kimbj@kookmin.ac.kr;3. Department of Public Policy , Indiana University-Purdue University Fort Wayne , Fort Wayne , Indiana , USA;4. Department of Professional Studies , Indiana University-Purdue University Fort Wayne , Fort Wayne , Indiana , USA |
| Abstract: | How has the current austerity changed the public welfare organizations’ performance landscape in modern welfare states? Can public managers make their organizations adapt to the new performance landscape shaped by the austerity? These questions are answered on the basis of the Danish case of the provision of the services to the citizens with disabilities and/or social disadvantages. The result has implications, especially for public management in praxis. The case study shows that the managers’ most important managerial tool to make their organizations adapt to the new landscape is the challenging and decision-oriented dialogue. |
| Keywords: | customer satisfaction theory student evaluation of teaching teaching effectiveness public administration education student satisfaction |