Author: Bennett R.J.
Publisher: Emerald Group Publishing Ltd
ISSN: 1462-6004
Source: Journal of Small Business and Enterprise Development, Vol.14, Iss.3, 2007-08, pp. : 435-457
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Abstract
Purpose ‐ The purpose of this research is to assess an expectations-based approach to service evaluation by small and medium sized companies (SMEs) of government advice services. These are often criticised for providing what politicians think SMEs need rather than what SMEs want. Little analysis has gone into assessing the expectations of these services. Yet expectations are a crucial datum against which to measure evaluations of the impact and satisfaction with services received. Design/methodology/approach ‐ The author uses new large-scale survey results of the experience of Business Link in England to assess expectations and outcomes. It compares expectations, through open response format questions, with assessments of how far expectations are met, service impact and satisfaction. Outputs are also compared between "hard" (profit, sales, costs) and "soft" (improving the ability to manage). Findings ‐ The results demonstrate a mixture of expectations ranging from specific service wants (in the majority of cases) to a range of softer and quality elements (which include
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