User-Centered Approach to Service Quality and Outcome:Rationales, Accomplishments and Challenges

Material type: 文書・図像類

Author: Yanagihara, Toru

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Publication date: 2016-03-01

Material Format: Digital

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Note (General)：: This paper addresses the rationales, accomplishments, and limitations of the User-Centered Approach (UCA) to service provision, proposed and practiced...

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Material Type: 文書・図像類
Title: User-Centered Approach to Service Quality and Outcome:Rationales, Accomplishments and Challenges
Author/Editor: Yanagihara, Toru
Author Heading: Yanagihara, Toru
Publication Date: 2016-03-01
Publication Date (W3CDTF): 2016-03-01
No. or year of volume/issue: Working Paper;123
Volume: Working Paper;123
Text Language Code: eng
Subject Heading: service quality and outcome
User-Centered Approach (UCA),
co-production
self-management
user agency
Target Audience: 一般
Note (General): 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.
DOI: 10.18884/00000779
Access Restrictions: 限定公開
Data Provider (Database): 国立情報学研究所 : 学術機関リポジトリデータベース（IRDB）（機関リポジトリ）
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Original Data Provider (Database): 独立行政法人国際協力機構 : JICA RI リポジトリ