Innovation in public service management

Managing Service Quality: An International Journal

Volumn 9, Issue 3, 1999, Pages 180-190

  Curry, Adrienne ^a  

^a UNIVERSITY OF STIRLING   (United Kingdom)

Author keywords

Customer requirements; Innovation; Operations management; Public sector; Service quality; Strategy

Indexed keywords

EID: 84986019055     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604529910267082     Document Type: Article

References (10)

1. Curry, A.C. and Durden, L.C. (1999), “Assessing value in public services - a measurement tool for service providers”, International Journal of Public Sector Management, forthcoming
2. Curry, A.C. and Herbert, D.W. (1998), “Continuous improvement in public services - a way forward”, Managing Service Quality, Vol. 8 No. 5, pp. 339-49
3. Durden, L.C. (1997), “A study of the perceived service quality of Careers Central Ltd. using the Servqual approach”, unpublished dissertation, University of Stirling
4. Herbert, D.W. and Conroy, M. (1997), “Strategic planning in a community education service”, in Armistead, C. and Kiely, J. (Eds), Effective Organisations, pp. 97-100
5. Kirkpatrick, I. and Lucio, M.M. (1995), The Politics of Quality, Routledge, London
6. O'Brien, M. (1995), “Creating a new model “SERVQFD” to assess and redesign service quality in the sales and administration department of Vygon UK”, unpublished dissertation, University of Stirling
7. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of Marketing, Fall, pp. 41-50
8. Seddon, J. (1997), In Pursuit of Quality - The Case against ISO9000, Oak Tree Press, Ireland
9. Stark, S. (1998), “Quality of service in nursing homes”, unpublished MBA dissertation, University of Stirling
10. Wilkinson, A., Redman, T., Snape, E. and Marchington, M. (1998), Managing with Total Quality Management, Macmillan Business Press, London