| Naslov: | The management of complaints in Slovene public administration |
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| Avtorji: | ID Stare, Janez (Avtor)
ID Gruden, Barbara (Avtor)
ID Kovač, Polonca (Avtor) |
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| Datoteke: |  Organizacija_2008_Stare,_Gruden,_Kovac_The_Management_of_Complaints_in_Slovene_Public_Administration.pdf (113,68 KB)
MD5: 2CCC631F369095A1F8A1863A90C2E229
PID: 20.500.12556/dkum/a344fb79-dc47-4f4f-ab13-482b1ded4f2a
 http://www.degruyter.com/view/j/orga.2008.41.issue-1/v10051-008-0003-9/v10051-008-0003-9.xml
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| Jezik: | Angleški jezik |
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| Vrsta gradiva: | Znanstveno delo |
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| Tipologija: | 1.01 - Izvirni znanstveni članek |
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| Organizacija: | FOV - Fakulteta za organizacijske vede
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| Opis: | The Slovene public administration is part of the broader social system, therefore it must be responsive and proactive. The instrument of complaint in the administrative procedure, and wider in the context of the entire administrative management, is very helpful to public administration for tracking social changes and should therefore be seen as a form of constructive criticism. On the basis of user complaints regarding its services or the parties to the administrative procedure, the public administration must learn permanently and, as learning organisation, must incorporate its findings into future practice. The starting point of this contribution is the problems of the complaint in the narrow sense - customer dissatisfaction with the functioning of the public administration or arising from the fact that one of the characteristics of the administrative procedure or other services is the direct contact between the customer and the provider of the service. With this approach, the public administration will develop part of an integral system of quality and excellence that underlines the meaning of satisfaction of (all) the users of public services. |
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| Ključne besede: | public administration, administrative procedure, administrative management, complaint, Slovenia, customers |
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| Status publikacije: | Objavljeno |
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| Verzija publikacije: | Objavljena publikacija |
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| Leto izida: | 2008 |
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| Št. strani: | str. 22-30 |
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| Številčenje: | Letn. 41, št. 1 |
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| PID: | 20.500.12556/DKUM-69430  |
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| ISSN: | 1318-5454 |
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| UDK: | 35(479.4) |
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| COBISS.SI-ID: | 2867886 |
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| DOI: | 10.2478/v10051-008-0003-9 |
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| ISSN pri članku: | 1318-5454 |
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| NUK URN: | URN:SI:UM:DK:NDMYSPG9 |
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| Datum objave v DKUM: | 22.01.2018 |
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| Število ogledov: | 1506 |
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| Število prenosov: | 521 |
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| Metapodatki: |    |
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| Področja: | Ostalo
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