The management of customer feedback in the development of service orientation in the public sector
This thesis explores how service orientation can be developed in public sector settings, particularly through the management of customer feedback, in order to enhance service performance. This was seen as critical as public sector organisations have been experiencing increasing pressure to ameliorat...
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University of Strathclyde
2006
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| Online Access: | http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.488541 |