Customer Perception of Service Excellence in Central Pierce Fire and Rescue

Résumé du livre

Future services were in line with current services with a few additions, and a majority of the citizens indicated that standards for current performance of services as related to current costs were acceptable. The evaluation confirmed that an absence of shared knowledge between the citizens and the fire department exists. This was offered as a theory for the continued lack of support of programs and funding. The significance of the results were that the citizens have broadened their service attributes to include more than emergency response. They desire more public information and education. Central Pierce Fire and Rescue will need to identify these attributes through more research to assure they are meeting the customers' expectations. It is the recommendation of this research to develop a marketing strategy to promote the sharing of knowledge between the organization and its external and internal customers.