| Title: | The management of complaints in Slovene public administration |
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| Authors: | ID Stare, Janez (Author)
ID Gruden, Barbara (Author)
ID Kovač, Polonca (Author) |
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| Files: |  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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| Language: | English |
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| Work type: | Scientific work |
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| Typology: | 1.01 - Original Scientific Article |
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| Organization: | FOV - Faculty of Organizational Sciences in Kranj
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| Abstract: | 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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| Keywords: | public administration, administrative procedure, administrative management, complaint, Slovenia, customers |
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| Publication status: | Published |
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| Publication version: | Version of Record |
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| Year of publishing: | 2008 |
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| Number of pages: | str. 22-30 |
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| Numbering: | 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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| UDC: | 35(479.4) |
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| ISSN on article: | 1318-5454 |
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| COBISS.SI-ID: | 2867886 |
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| DOI: | 10.2478/v10051-008-0003-9 |
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| NUK URN: | URN:SI:UM:DK:NDMYSPG9 |
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| Publication date in DKUM: | 22.01.2018 |
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| Views: | 1363 |
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| Downloads: | 430 |
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| Metadata: |    |
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| Categories: | Misc.
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