... 2026 Emerald Publishing Limited Licensed re-use rights only Strategic management Public sector Implementation SERVQUAL Organizational performance Service quality Strategic management is widely recognized as a key determinant of organizational performance and long–term...

..., internal business process, and learning and growth (Figure 1). © Emerald Group Publishing Limited 2013 Balanced scorecard Strategic management Performance management Qualitative and quantitative management Information technology Health care Public sector Greece Kaplan and Norton...

...Rodney McAdam; Martina Corrigan This article aims to investigate the application of re‐engineering methodology to public sector health care, in order to determine if increasing demands for customer satisfaction resource cuts in this sector can be addressed. Public sector health care faces large...

...Nick Clifford The North West Change Centre at Manchester Business School has been developing collaborative programmes aimed at public sector middle managers. Evaluation recently completed, using follow‐up interviews, studied the affect of the programmes on individuals, their organisation...

...Su Maddock Within Britain the Blair Government has committed itself to a modernisation process within the public sector. This process involves rethinking how to organise services internally and how to integrate services across government. Policy makers are talking about “joined‐up” government...

...Penelope Angelopoulou; Peter Kangis; George Babis How do physicians and patients perceive the quality of medical services offered? Is this perception the same in the private and public sector? On the basis of a survey conducted in Greece on a 2x2 design with 20 respondents in each cell, several...