Second of two articles focusing on public sector service quality. Looks at a number of local authority case studies, and benchmarks these against the service quality model of Parasuraman, Zeithaml and Berry.
Speller, S. and Ghobadian, A. (1993), "Change for the Public Sector", Managing Service Quality: An International Journal, Vol. 3 No. 6, pp. 29-34. https://doi.org/10.1108/EUM0000000003202Download as .RIS
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