WEKO3
アイテム
User-Centered Approach to Service Quality and Outcome:Rationales, Accomplishments and Challenges
https://doi.org/10.18884/00000779
https://doi.org/10.18884/00000779f2c56bad-23fe-4b63-8ab6-49947039cc52
| 名前 / ファイル | ライセンス | アクション |
|---|---|---|
JICA-RI_WP_No.123.pdf (544.7 kB)
|
.png)
|
| Item type | 報告書 / Research Paper(1) | |||||
|---|---|---|---|---|---|---|
| 公開日 | 2016-03-01 | |||||
| タイトル | ||||||
| タイトル | User-Centered Approach to Service Quality and Outcome:Rationales, Accomplishments and Challenges | |||||
| 言語 | ||||||
| 言語 | eng | |||||
| キーワード | ||||||
| 主題Scheme | Other | |||||
| 主題 | service quality and outcome | |||||
| キーワード | ||||||
| 主題Scheme | Other | |||||
| 主題 | User-Centered Approach (UCA), | |||||
| キーワード | ||||||
| 主題Scheme | Other | |||||
| 主題 | co-production | |||||
| キーワード | ||||||
| 主題Scheme | Other | |||||
| 主題 | self-management | |||||
| キーワード | ||||||
| 主題Scheme | Other | |||||
| 主題 | user agency | |||||
| 資源タイプ | ||||||
| 資源タイプ識別子 | http://purl.org/coar/resource_type/c_18ws | |||||
| 資源タイプ | research report | |||||
| ID登録 | ||||||
| ID登録 | 10.18884/00000779 | |||||
| ID登録タイプ | JaLC | |||||
| 報告年度 | ||||||
| 日付 | 2016-03-01 | |||||
| 日付タイプ | Issued | |||||
| 著者 |
Yanagihara, Toru
× Yanagihara, Toru |
|||||
| 抄録 | ||||||
| 内容記述タイプ | Abstract | |||||
| 内容記述 | This paper addresses the rationales, accomplishments, and limitations of the User-Centered Approach (UCA) to service provision, proposed and practiced as a solution to the problems of poor quality and insufficient outcome of services observed in impact evaluations. After discussing conceptual and analytical approaches to the question, a conceptual articulation of the nature of services and classification of services based on degrees of discretion and transaction-intensity is provided, followed by observations on two types of failures in service delivery. Next, a discussion on the effectiveness of the UCA models (co-production and self-management), on the definition and articulation of two key concepts (agency and motivation), and on the typologies of user-provider relations and of user agency in service transaction and utilization is presented. Some of the important proposals and experiences of UCA are summarized in the form of general propositions on co-production in public services, people-centered primary care, and chronic illness care, and in the form of case studies of two salient programs in social work. As the central argument of the paper, the activation and development of user agency for effective partnership in co-production and for self-management is emphasized. This is achieved by making reference to a general conceptual examination of “empowerment,” and to important cases of intervention for agency activation and development, with a view to drawing generalizable implications. A brief discussion on the rationale, accomplishments and limitations of UCA concludes the paper. | |||||
| 号 | ||||||
| 号 | Working Paper;123 | |||||
