Purpose – The research objective is to analyze the situation and outlook for the future of the measuring and analysis practices used to determine customer satisfaction in 305 ISO 9000‐certified organizations of the Euro‐region Galicia (Spain)‐North of Portugal....

Purpose – This article aims to report on research undertaken to assess the utility of public value theory in understanding results‐based management from the perception of public sector executives in Canada. Design/methodology/approach – The research was carried out using a case study...