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Minding the gap: Applying a service marketing model into government policy communications

Gelders, Dave; Ihlen, Øyvind
Journal article, Peer reviewed
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Minding the gap.pdf (377.0Kb)
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http://hdl.handle.net/11250/134162
Utgivelsesdato
2010
Metadata
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  • Artikkel - fagfellevurdert vitenskapelig / Articles - peer-reviewed [3069]
Originalversjon
Gelders, D., Ihlen, Ø. (2010). Minding the gap: applying a service marketing model into government policy communications. Government Information Quarterly 27(1), 34-40   http://dx.doi.org/10.1016/j.giq.2009.05.005
Sammendrag
In order to bolster the emerging but still underdeveloped conceptualization of public communication over potential policies, we apply a framework primarily used in business service marketing to improve service quality (“gap analysis”). We argue that this model has strong heuristic qualities that can alert practitioners who are interested in improving communication regarding potential policies. While we recognize problems

implementing the model, we suggest some ways that both practitioners and the public ameliorate the identified issues. Seeing communication about potential policies as a crucial part of the political process, we argue that such efforts have democratic merit.
Utgiver
Elsevier Science

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