The State of Client-Centered Public Service Delivery in the Netherlands

  • Jurjen Jansen
  • Sjoerd de Vries
  • Thea van der Geest
  • Rex Arendsen
  • Jan van Dijk
Part of the Lecture Notes in Computer Science book series (LNCS, volume 5693)


Businesses and citizens demand a better and more client-centered way of service delivery from public organizations. As society becomes more complex, dynamic and diverse, public organizations need to adapt to this demand. Conversely, our perception is that public organizations might still treat their target groups as one. However, the need for client-centered public service delivery is growing. This is widely debated in literature. Nonetheless, little empirical evidence is available about the state of client-centeredness of public organizations. The objective of the present study is to identify the state of client-centered public service delivery in the Netherlands. In order to research this topic 400 people from 194 Dutch public organizations were invited to complete an electronic questionnaire. 105 people responded. According to the respondents the state of client-centeredness is acceptable. However, only 25% of the public organizations seem to take differentiation as the point of departure for their service delivery.


Client-centeredness public service delivery public organizations government differentiation segmentation 


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. 1.
    Commission of Future Public Communication: In Dienst van de Democratie [Serving Democracy] (2001), (retrieved December 4, 2007)
  2. 2.
    van Duivenboden, H., Lips, M.: CRM in de Publieke Sector: Naar een Klantgerichte Elektronische Overheid [CRM in the Public Sector: Towards a Client-Centered Electronic Government]. Holland Management Review 85, 45–57 (2002)Google Scholar
  3. 3.
    van Duivenboden, H., Lips, M.: De Vraaggerichte Elektronische Overheid [Question-Oriented Electronic Government]. Bestuurskunde 11(8), 355–363 (2002)Google Scholar
  4. 4.
    Thomassen, J.-P.: De Klantgerichte Overheid [Client-Centered Government]. Kluwer, Deventer (2007)Google Scholar
  5. 5.
    Besamusca-Jansen, M.: Klantgerichte Dienstverlening in Non-Profit Organisaties [Client-Centered Service Delivery in Non Profit Organizations]. Uitgeverij Nelissen, Baarn (1997)Google Scholar
  6. 6.
    Akerboom, M., Butzelaar, E., van der Noort, W.: Gerichte Communicatie op Basis van Segmentatieonderzoek: Een Verkenning [Tailored Communication Based on Segmentation Research: An Exploration] (2002), (retrieved April 8, 2008)
  7. 7.
    Brodie, R.J., Coviello, N.E., Brookes, R.W., Little, V.: Towards a Paradigm Shift in Marketing? An Examination of Current Marketing Practices. Journal of Marketing Management 13(5), 383–406 (1997)CrossRefGoogle Scholar
  8. 8.
    Lemon, K.N., Mark, T.: Customer Lifetime Value as the Basis of Customer Segmentation: Issues and Challenges. Journal of Relationship Marketing 5(2/2), 55–69 (2006)CrossRefGoogle Scholar
  9. 9.
    Smith, W.: Product Differentiation and Market Segmentation as Alternative Marketing Strategies. Journal of Marketing 21, 3–8 (1956)CrossRefGoogle Scholar
  10. 10.
    Wedel, M., Kamakura, W.: Market Segmentation: Conceptual and Methodological Foundations. Kluwer Academic Publishers, United States of America (2000)CrossRefGoogle Scholar
  11. 11.
    Mulder, H.: Marktsegmentatie in Nederland [Market Segmentation in the Netherlands]. The Circle of Customer Knowledge, Groningen (2006)Google Scholar
  12. 12.
    van Dijk, J.A.G.M., Ebbers, W.E., Fennis, B.M., van der Geest, T.M., Loorbach, N.R., Pieterson, W.J., Steehouder, M.F., Taal, E., de Vries, P.W.: Alter Ego: State of the Art on User Profiling (2005), (retrieved December 4, 2007)
  13. 13.
    Cahill, D.J.: Lifestyle market segmentation. Haworth Press, New York (2006)Google Scholar
  14. 14.
    Kotler, P.: Principles of Marketing. Prentice Hall, Englewood Cliffs (1980)Google Scholar
  15. 15.
    Fu, J.-R., Chao, W.-P., Farn, C.-K.: Determinants of Taxpayers’ Adoption of Electronic Filing Methods in Taiwan: An Exploratory Study. Journal of Public Information 30, 658–683 (2004)Google Scholar
  16. 16.
    Badgett, M., Stone, M.: Multidimensional Segmentation at Work: Driving an Operational Model that Integrates Customer Segmentation with Customer Management. Journal of Targeting, Measurement & Analysis for Marketing 13(2), 103–121 (2005)CrossRefGoogle Scholar
  17. 17.
    Rao, V.R., Steckel, J.H.: Analysis for Strategic Marketing. Addison Wesley Longman, Inc., Amsterdam (1998)Google Scholar
  18. 18.
    van Raaij, W.F., Verhallen, T.M.M.: Domain-Specific Market Segmentation. European Journal of Marketing 28(10), 49–66 (1994)CrossRefGoogle Scholar
  19. 19.
    Hessing, E., Reuling, A.M.H.: Waarden in Nederland: Segmentatie van Doelgroepen [Values in the Netherlands: Segmentation of Target Groups] (2003), (retrieved December 4, 2007)
  20. 20.
    Buttle, F.: Customer Relationship Management: Concepts and Tools. Elsevier, Amsterdam (2007)Google Scholar
  21. 21.
    Beane, T.P., Ennis, D.M.: Market Segmentation: A review. European Journal of Marketing 21(5), 20–42 (1987)CrossRefGoogle Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2009

Authors and Affiliations

  • Jurjen Jansen
    • 1
  • Sjoerd de Vries
    • 1
  • Thea van der Geest
    • 1
  • Rex Arendsen
    • 2
  • Jan van Dijk
    • 1
  1. 1.Center for e-Government StudiesUniversity of TwenteEnschedeThe Netherlands
  2. 2.Dutch Ministry of FinanceThe HagueThe Netherlands

Personalised recommendations