Measuring and Achieving Quality Customer Service in the Public Sector
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 December 1994
Abstract
Advocates a value‐based approach to achieving and managing customer service. Sees quality as being on a low‐profile path in public sector organizations. Describes four stages – ideation, design, delivery and maintenance – by which a turnaround to a high‐profile path can be achieved.
Keywords
Citation
Nwankwo, S. and Richardson, B. (1994), "Measuring and Achieving Quality Customer Service in the Public Sector", Managing Service Quality: An International Journal, Vol. 4 No. 6, pp. 32-36. https://doi.org/10.1108/09604529410074135
Publisher
:MCB UP Ltd
Copyright © 1994, MCB UP Limited