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M. Donnelly, J.F. Dalrymple
The portability and validity of the SERVQUAL Scale in measuring the quality of local public services
Scotland Standards of Conduct in Local Government in England, Wales
The Third Report of the Committee on Standards in Public Life
V. Arthur (1986)
The quality initiative.The Journal of the Royal College of General Practitioners, 36
L. Glaster
Quality in Local Government
This paper explores some of the complexities of the public sector as they relate to the formation of strategy for the management of quality. Key issues analysed include the importance of the particular mission and responsibilities of the public sector; the range and influence of different stakeholders; the strategic portfolio choices open to decision‐makers; the perverse logic of quality in this sector; and the peculiar nature of its customers and decision‐makers. In highlighting crucial differences with the commercial sector, the paper raises some challenges for the quality movement as to how best it might support continuous improvement in this important sector in the future.
Managing Service Quality – Emerald Publishing
Published: Feb 1, 1999
Keywords: Local government; Public sector; Service quality; Strategy
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