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Cultura organizzativa degli enti locali e qualità dei servizi al cittadino (organizational culture of local authorities and quality of services to citizens)

Mario D'Andreta

This article presents a reflection on the relationship between the organizational culture of local authorities and the quality of services they provide to citizens, according to a psychosocial perspective aimed at promoting the development of the quality of public services starting from their reorganization in function of a real interaction with its interlocutors (customers-users) based on the focus on product and customer dimensions. This involves rethinking the ways of regulating relations between local authorities and citizens, in terms of formal and substantal objectives of local authorities, of effectiveness and efficiency of their work, of ways of making sense of their institutional productivity, of organization of services offered to the citizen in terms of customer orientation and continuous improvement and therefore more generally in terms of organizational culture of local authorities and ability to interact productively with their interlocutors/users.

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