Service Charters
Reshaping Trust in Government—The Case of Spain
Bibliographic Data
| ID | 6360977 |
|---|---|
| Authors | Lourdes Torres (0000-0003-4623-1448, Universidad de Zaragoza, corresponding author) |
| Year | 2005 |
| Volume | 65 |
| Issue | 6 |
| Pages | 687-699 |
| Publication date | 2005-11-01 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Public Administration Review (JOURNAL) |
| Journal identifiers | ISSN: 0033-3352 • E-ISSN: 1540-6210 |
| Publisher | Wiley (PUBLISHER • GB) |
| DOI | 10.1111/j.1540-6210.2005.00498.x |
| OpenAlex | W2018466217 |
| Language | EN |
| Citations received | 10 |
| References cited | 21 |
Service charters are located at the intersection between public administration reforms and governance initiatives for improving citizen trust in governments. Service charters in Spain show the will to shift from a legal tradition to one that meets citizens' needs and makes government more accessible, transparent, and open to the public. The article examines the role and performance of service charters and the contribution of charters to change in Spanish public administration, to the empowerment of citizens in the improvement of service standards, and to citizen participation in the organization of public services. It aims to investigate the factors that drive the introduction of charters and the performance that can be obtained. To test the potential of service charters in Spain, we interviewed public‐sector managers at the central level by applying the Delphi method and statistical techniques
Administration (probate law · Business · Corporate governance · Delphi method · Empowerment · Government (linguistics · Political science · Public relations · Public sector · Public service · Service (business · Delphi Technique in Research · Law · Marketing · Public Administration · Public Policy and Administration Research
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The "Reinventing Government" Exercise
Learning from international approaches to Best Value
| Unique citing works | 10 |
|---|---|
| Citations per year | 0,59 |
| Citation span | 2009 - 2025 (17) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 10 |