Values and service delivery outcomes in the social welfare sector
Over the last twenty years governments have shifted their focus from inputs and processes to outputs and outcomes as a way of ensuring service quality. However the literature on service quality has long recognised that service quality is not solely dependent on outcomes, but also includes the way in which the service is delivered. The values of those designing and implementing social welfare services can have a significant impact on the way in which those services are delivered. This paper...[Show more]
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