Minding the gap: Applying a service marketing model into government policy communications
Journal article, Peer reviewed
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Original versionGelders, D., Ihlen, Ø. (2010). Minding the gap: applying a service marketing model into government policy communications. Government Information Quarterly 27(1), 34-40
In order to bolster the emerging but still underdeveloped conceptualization of public communication over potential policies, we apply a framework primarily used in business service marketing to improve service quality (“gap analysis”). We argue that this model has strong heuristic qualities that can alert practitioners who are interested in improving communication regarding potential policies. While we recognize problems implementing the model, we suggest some ways that both practitioners and the public ameliorate the identified issues. Seeing communication about potential policies as a crucial part of the political process, we argue that such efforts have democratic merit.