浅析新公共服务中“公民至上”与企业管理中“顾客至上”之差异

摘要

New public service is based on public interests; however, business administration roots on the maximization of individual interests. A government focuses on issues between interest groups; businesses strive to maximize their benefits; citizens concern about public interests and the outlook of the society; customers hope their anticipation and demands to be met without delay. In essence, the division of public service differs from market segmentation. Division of public service should be seen as political decision rather than management decision. Customers are temporary to an enterprise, but citizens are permanent to a country.%新公共服务是建立在公共利益观念之上的,而企业管理则是建立在个人利益最大化的经济观念之上的。政府主要关注的是利益群体间矛盾的解决,企业关注的是经济利益的最大化,公民关注的是公共利益以及这个社会的长期结果,顾客关注的是他的期望以及这些需求如何能迅速得到满足。公共服务与市场切分有着本质上的区别。公共服务提供过程中的任何切分都必须被看作是政治决策,而不应简单地看作是管理决策。对于一个企业,顾客会消失,但对于一个国家,公民是永恒的。