Service quality performance measurement in public/private sectors

Provides an overview of UK public and private sector organisations’ use of performance information relating to service quality. While they have made some headway in improving the range of performance information they have available, and in their use of such information, significant problems remain. These problems include those of: conceptual mis‐development; limitations in recognising the needs of different stakeholders for such information; data shortage difficulties; and both technical and analytical under‐development of practice. Assesses the outlook for development of greater understanding of service quality measurement and makes a number of suggestions for dealing with these problems.