This paper develops a customer‐oriented service model for the public sector. Although customer‐oriented service models have become popular since 1980, most studies have been restricted to the private sector. In addition, they have emphasised the management of service operations rather than system design. This paper proposes a customer‐oriented service‐enhancement system (COSES) for the public sector. The model employs two dimensions: design and management of a customer‐oriented service system; and the fostering of organizational service culture. In this COSES model, the best practices of public agencies are empirically examined with respect to: the types of customer‐oriented service activities that can be developed; and how they can be developed.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.