Chapter 8 Sustainability Strategies in Public Service
Business Strategy and Sustainability
ISBN: 978-1-78052-736-9, eISBN: 978-1-78052-737-6
Publication date: 24 May 2012
Abstract
Quality is often defined as cognitive perceptual attributes or properties, and researchers often disagree about which terms should be appropriate in determining quality(Reeves & Bednar, 1994). Business research in marketing attaches value to the properties of quality (Zeithaml, 1988) and measures this in terms of ‘money’ and customer ‘expectations’. The idea of connecting quality to values through a persistent market – that is determining measurable accounts to products and properties – relies on the idea of an invisible hand controlling the market by competition (March, 1994; Smith, 1776/1976), and it assumes there is a reliable way to control quality and value. But discussions and debates arise when discussing the quality or value of abstract phenomena such as service.
Citation
Lauesen, L.M. (2012), "Chapter 8 Sustainability Strategies in Public Service", Aras, G. and Crowther, D. (Ed.) Business Strategy and Sustainability (Developments in Corporate Governance and Responsibility, Vol. 3), Emerald Group Publishing Limited, Leeds, pp. 177-201. https://doi.org/10.1108/S2043-0523(2012)0000003012
Publisher
:Emerald Group Publishing Limited
Copyright © 2012, Emerald Group Publishing Limited