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Understanding service quality in the new public sector: An exploration of relationships in the process of funding social housing

Williams, Christine S.; Saunders, Mark N.K.; Staughton, … - In: International journal of public sector management : IJPSM 12 (1999) 4, pp. 366

Persistent link: https://www.econbiz.de/10007375793

Developing the service template process: From measurement to agendas for improvement

Williams, Christine S.; Saunders, Mark N.K. - In: The Service Industries Journal 26 (2006) 5, pp. 581-595

Traditional survey-based measures of service quality are argued to be problematic when reflecting individual services and turning measurement into action. This paper reviews developments to an alternative measurement approach, the Service Template Process, and offers an extension to it. The...

Persistent link: https://www.econbiz.de/10010973636

SECTION 3: A COLLECTIVE LEARNING-LEARNING ORGANIZATION APPROACH - Towards a new approach to understanding service encounters: Establishing, learning from and reconciling different views

Saunders, Mark N.K.; Williams, Christine S. - In: Journal of European industrial training 24 (2000) 2-4, pp. 220-227

Persistent link: https://www.econbiz.de/10005896131