Analyses the number, distribution and nature of enquiries made at Stirling District Council’s central reception and the times taken by staff to deal with them satisfactorily in order to measure meaningful service standards. A survey of customers was conducted to try to establish a profile of the users of the reception service. With the aid of queuing theory, tries to obtain a better understanding of the way in which reception service quality target levels can be defined, measured, monitored and improved.
Donnelly, M. and McMullan, C.H. (1994), "Setting Service Standards for Local Government Reception Services", Managing Service Quality: An International Journal, Vol. 4 No. 5, pp. 42-47. https://doi.org/10.1108/09604529410068484
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