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Keywords: Scotland
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Journal Articles
Managing Service Quality: An International Journal (2004) 14 (4): 331–341.
Published: 01 August 2004
... delivered services must be right if customers are to be retained over time. Research was carried out in Scotland to elicit the views of personal bank customers, business customers and bank staff with respect to the use of different banking technologies. Findings point towards the need for a balanced...
Journal Articles
Managing Service Quality: An International Journal (1998) 8 (5): 339–349.
Published: 01 October 1998
... sector is being increasingly confirmed and they do offer a way forward for the future in terms of achieving the difficult and never‐ending task of continuous improvement in public services. Public sector Quality function deployment Scotland Service quality The link with Servqual lies in its...
Journal Articles
Managing Service Quality: An International Journal (1994) 4 (4): 41–44.
Published: 01 August 1994
... on staffing issues when considering service quality and performance. © MCB UP Limited 1994 Local government Organizational change Scotland Service quality United Kingdom Local government in the UK is no stranger to rapid change. Nevertheless,the world of Scottish local government over...
