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Linking citizens' ratings to services quality improvements: an empirical analysis and some potential solutions |
Excellence in services: selected papers from the 11th Toulon-Verona Conference, Florence, Italy, September 4-5, 2008 |
Leadership for excellence in services |
Assessing service quality in a municipality: a study based on the perceptions of citizens and frontline employees |
Real service quality: examining the links between value adding and service quality, and the implications for service improvement |
Risk management in higher education: do we need it? |
Local administrative services to reduce barriers to entrepreneurship and entrepreneurial activities: understanding the reasons behind the differences in user satisfaction |
Public policies and corporate strategies for successful models in waste management |
Heritage tourism: linking of experience to training and coaching |
Australian local government and quality: motivations and challenges |
I modelli di analisi 'Vendor Selection Method, VSM' e 'Vendor Evaluation Method, VEM' |