Kundenzufriedenheit und Public Value - Ein Widerspruch?
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Studienarbeit aus dem Jahr 2010 im Fachbereich Medien / Kommunikation - Medienökonomie, -management, Note: 1,0, Hochschule für Angewandte Wissenschaften Hamburg, Veranstaltung: Public Value in der Internet- und Digitalökonomie, Sprache: Deutsch, Abstract: Öffentlich-rechtliche Anstalten unterliegen immer wieder einer öffentlichen Debatte über ihre Legitimation. Sie müssen dabei vor allem den monetären Beitrag, der von Bürgern zu-meist in Form von Steuerabführungen geleistet werden muss, durch das Aufzeigen des Wertes ihrer Tätigkeit rechtfertigen. Der Begriff Public Value - sinngemä übersetzt gesell-schaftlicher Mehrwert - spielt in diesem Zusammenhang eine zunehmend gro e Rolle und wird als eine Art Ma stab für öffentliche Unternehmen herangezogen. Dahinter steht die Argumentation, dass letztere nicht auf die in der Privatwirtschaft üblichen Messgrö en für Erfolg reduziert werden dürfen, sondern im Gegensatz zu kommerziellen Unternehmen zusätzlich vor dem Hintergrund sozialer, gesellschaftlicher und kultureller Auswirkungen ihrer Tätigkeit zu bewerten sind. Die im öffentlichen Sektor derzeit dominierenden Prinzi-pien des New Public Management, das im Wesentlichen versucht privatwirtschaftliche Marketingkonzepte auf den öffentlichen Sektor zu übertragen, stellen demnach keine Ideallösung dar. Nichtsdestotrotz unterliegen öffentliche Betriebe dem Prinzip der Wirt-schaftlichkeit. Neben der komplexen Frage nach der inhaltlichen Ausgestaltung von Leis-tungen müssen sie insofern auch ständig entscheiden, wie die Ressourcen am besten ver-teilt werden müssen, um den grö ten Public Value zu erzeugen. Die umrissene ambivalente Beziehung zwischen Privatwirtschaft und öffentlichem Sektor ist Thema dieser Ausarbeitung. Im Fokus steht Frage inwieweit sich die Prinzipien der Kun-denzufriedenheit aus der Privatwirtschaft mit dem Public Value vertragen oder nicht ver-tragen. Um dieser Frage nachzugehen wird Kundenzufriedenheit zunächst definiert und die dahinterstehenden Mechanism
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