社会服务品质评估的范式转换研究——从组织理性到制度公正

江汉学术 ›› 2013, Vol. 32 ›› Issue (3): 14-20.

社会服务品质评估的范式转换研究——从组织理性到制度公正

张再云

江汉大学法学院，武汉４３００５６

收稿日期:2013-03-14 修回日期:2013-03-14 出版日期:2013-06-01 发布日期:2013-10-23
作者简介:张再云，女，湖北浠水人，江汉大学法学院讲师，南京大学社会学院博士生。
基金资助:
教育部人文社科青年基金项目“我国城市养老机构服务质量及其影响因素———基于结构方程模型的实证研究”（１０ＹＪＣ８４００９５）

The Paradigm Shift of Social Services Quality Assessment:From Organization Rationality to System Impartiality

ZHANG Zai-yun

Received:2013-03-14 Revised:2013-03-14 Online:2013-06-01 Published:2013-10-23

摘要/Abstract

摘要： 社会服务品质评估受市场领域品质管理的影响甚深。现有社会服务品质评估的主要范式类型可以从不同角度进行划分：从范式发展的脉络角度可分为传统范式、科学或专家范式、管理或卓越范式和消费主义范式；从评估主体角度可分为专家范式和使用者范式；从评估目的角度可分为品质控制范式和品质改进范式。当适用于工商领域的品质评估体系移植到社会服务领域时，由于社会服务的独特性、后实证主义方法论的兴起和现实的制度及社会背景因素，社会服务品质评估的范式需要进行转换，即从组织理性迈向制度公正。制度公正评估范式表现出区别于技术理性范式的不同特性：评估目标上从绩效最大化转向制度的合法化，评估侧重过程与结构并重以及评估方式上多方参与式评估。服务品质评估范式的转换对当前我国社会服务品质评估监管有重要借鉴意义，有利于我们在现有量化评估指标体系基础上做出更具本土制度契合性的改进。

关键词: 社会服务, 品质管理, 组织理性, 制度公正, 社会服务品质评估

中图分类号:

C913.7

张再云. 社会服务品质评估的范式转换研究——从组织理性到制度公正[J]. 江汉学术, 2013, 32(3): 14-20.

ZHANG Zai-yun. The Paradigm Shift of Social Services Quality Assessment:From Organization Rationality to System Impartiality[J]. JIANGHAN ACADEMIC, 2013, 32(3): 14-20.

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