Essays on Effectiveness of the Implementation of Dubai Service Excellence Models in Dubai Government Sector Research Proposal

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The paper “ Effectiveness of the Implementation of Dubai Service Excellence Models in Dubai Government Sector” is a perfect example of the research proposal management. The background of the research area will be provided in this research area as well as the reasons for researching this area, aim, purpose, and objectives of the research. In addition, research questions will be developed and research scope identified. The contributions of the research are also outlined and the structure of the dissertation described. 1.1 Background of the studyIn the modern context, many institutions and governments continue to face increasing demand to offer excellent service to consumers or the society members (Voon, 2011; Amjad et al.

2013). Ruiz-Carillo and Fernandez-Ortiz (2005) agree that service excellence models are in demand, which the population expects government departments and institutions to provide. Service excellence mechanisms and techniques in the diverse governmental institutions focus on societal welfare improvement and improved satisfaction of the demands and expectations of customers (Moss, 2007; Parasuraman, 1988). In 1988, fourteen European countries with the approval of the European Commission established the European Foundation for Quality Management (EFQM) model (Newswire, 2011).

This body embodied the responsibility and role of building service excellence across Europe and abroad. This model reiterated improvements in self-evaluation and planning so as to achieve service excellence. Ahrens (2013) notes that citizen expectations on key government ‘ products’ requested are gradually rising and putting pressure on public sector services to be relevant, efficient and quality to public service ‘ customers’ . In the Arab world, enhancing accessibility, efficiency, and quality of public sector services demands that government institutions adopt creative approaches to delivery processes and service design (Alverez, 2007).

Consequently, the region has experienced improved quality of services with regard to social affairs, unemployment, and education among others (Geray & Salem, 2012). Efforts to understand the intricacies of various service excellence models are limited despite the wide acceptance of the need in the Arab World for enhanced services.



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