When public services fail : a research agenda on public service failure

Steven Van de Walle (KU Leuven, Public Governance Institute, Leuven, Belgium)

Year of publication:	2016
Authors:	Walle, Steven van de
Published in:	Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 27.2016, 5, p. 831-846
Subject:	Public administration \| Exit \| Public services \| Service failures \| Service recovery \| Voice \| Öffentliche Dienstleistung \| Dienstleistungsqualität \| Service quality \| Öffentliche Verwaltung \| Beschwerdemanagement \| Complaint management \| Kundenzufriedenheit \| Customer satisfaction \| Öffentlicher Dienst \| Civil service \| Kundenservice \| Customer service \| Neues Steuerungsmodell \| New public management \| Großbritannien \| United Kingdom

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