本文關(guān)鍵詞： 邊檢公共服務(wù) 邊檢公共服務(wù)品牌 服務(wù)質(zhì)量缺口 品牌建設(shè) 廣州邊檢“5S”服務(wù)品牌　出處：《蘭州大學(xué)》2009年碩士論文　論文類型：學(xué)位論文

【摘要】： 隨著政府職能轉(zhuǎn)變,實(shí)現(xiàn)政府公共服務(wù)的“最佳價值”成為當(dāng)前政府改革的目標(biāo)。政府職能轉(zhuǎn)變是公共服務(wù)品牌建設(shè)的背景和前提,公共服務(wù)的核心理念與服務(wù)品質(zhì)是公共服務(wù)品牌建設(shè)的基礎(chǔ)。另一方面,打造公共服務(wù)品牌也為公共服務(wù)型政府(機(jī)關(guān))建設(shè)開辟了新的實(shí)現(xiàn)途徑,是推動公共服務(wù)型政府(機(jī)關(guān))建設(shè)創(chuàng)新之舉。在此背景下,邊檢機(jī)關(guān)同樣實(shí)現(xiàn)了由“管控”向“服務(wù)”的職能轉(zhuǎn)變,并且把提高服務(wù)水平打造具有國際先進(jìn)水平的邊檢公共服務(wù)品牌作為今后的工作目標(biāo)。而遺憾的是,邊檢機(jī)關(guān)創(chuàng)建公共服務(wù)品牌的實(shí)踐還處于探索階段。如果能借鑒商業(yè)品牌創(chuàng)建的成功經(jīng)驗(yàn),打造具有邊檢特色的公共服務(wù)品牌,無疑將為提升邊檢機(jī)關(guān)公共服務(wù)品質(zhì),贏得廣泛、持續(xù)的社會公平與效益創(chuàng)造新的途徑,對塑造現(xiàn)代邊檢機(jī)關(guān)透明、效率、公正、責(zé)任、規(guī)范的新形象具有重要意義。與有形產(chǎn)品品牌相比,公共服務(wù)品牌的建立更側(cè)重于服務(wù)的過程和在此過程中社會公眾感知的服務(wù)質(zhì)量,并由此產(chǎn)生對公共服務(wù)品牌形象的認(rèn)知。因而公共服務(wù)質(zhì)量在公共服務(wù)品牌創(chuàng)建過程中扮演了首要角色。本文創(chuàng)新之處在于通過借鑒新公共管理的思想,將企業(yè)服務(wù)質(zhì)量與品牌戰(zhàn)略發(fā)展思路引入到邊檢公共服務(wù)領(lǐng)域。本文首先在文獻(xiàn)研究的基礎(chǔ)上,提出邊檢公共服務(wù)及邊檢公共服務(wù)品牌的內(nèi)涵界定,接著對服務(wù)質(zhì)量與公共服務(wù)品牌建設(shè)的關(guān)系進(jìn)行探討,隨后以廣州邊檢為個案研究,通過用服務(wù)質(zhì)量評價模式(工具)分析目前廣州邊檢公共服務(wù)質(zhì)量存在的缺口,同時借鑒國內(nèi)外優(yōu)秀公共服務(wù)品牌建設(shè)經(jīng)驗(yàn),對基于提高服務(wù)質(zhì)量的廣州邊檢公共服務(wù)品牌建設(shè)進(jìn)行方案設(shè)計,最后提出廣州邊檢服務(wù)質(zhì)量的“5S”品牌建設(shè)方案。通過本文的探索性研究為廣州及全國邊檢機(jī)關(guān)提高服務(wù)水平創(chuàng)建邊檢行業(yè)公共服務(wù)品牌提供可資借鑒的思路和方法。
[Abstract]:With the transformation of government functions, the realization of the "best value" of government public services has become the goal of the current government reform. The transformation of government functions is the background and premise of the construction of public service brands. The core concept and service quality of public service is the foundation of the construction of public service brand. On the other hand, building public service brand also opens up a new way to realize the construction of public service-oriented government (organ). It is an innovation to promote the construction of public service-oriented government. In this context, the border inspection organ has also realized the function transformation from "control" to "service". And to improve the service level to create an international advanced level of border inspection public service brand as the future work goal. But unfortunately. The practice of establishing public service brand by border inspection authorities is still in the exploratory stage. If we can learn from the successful experience of the establishment of commercial brand, we can create the public service brand with the characteristics of border inspection. Undoubtedly, it will create a new way to improve the public service quality of border inspection organs, win extensive and sustained social equity and benefit, and create a transparent, efficient, fair and responsible modern border inspection organs. Compared with tangible product brand, the establishment of public service brand focuses more on the process of service and the service quality perceived by the public in this process. Therefore, the quality of public service plays a primary role in the process of the establishment of public service brand. The innovation of this paper is to learn from the idea of new public management. The development of enterprise service quality and brand strategy is introduced into the field of frontier inspection public service. Firstly, based on the literature research, this paper puts forward the connotation of border inspection public service and border inspection public service brand. Then the relationship between service quality and public service brand construction is discussed, and then Guangzhou border inspection is taken as a case study. Through the use of service quality evaluation model (tools) to analyze the existing gaps in the quality of public service in Guangzhou Frontier Inspection, and at the same time learn from the experience of excellent public service brand construction at home and abroad. On the basis of improving the quality of service Guangzhou border inspection public service brand construction project design. Finally, the "5S" of Guangzhou Border Inspection Service quality is put forward. Brand construction scheme. Through the exploratory study of this paper, it provides some ideas and methods for Guangzhou and national border inspection authorities to improve the service level and establish the public service brand of border inspection industry.
【學(xué)位授予單位】：蘭州大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2009
【分類號】：D631.46

【引證文獻(xiàn)】

相關(guān)碩士學(xué)位論文 前1條

1 羅建鋒;基于廣州地區(qū)高校畢業(yè)生公共服務(wù)對策研究[D];華南理工大學(xué);2011年

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本文編號：1466962