Field, E. A. and Shutler, M. F. (1990) Service with a smile: the public face of public sector industries. European journal of operational research, 45 (2-3). pp. 356-367. ISSN 0377-2217
This paper defines a quality of service systems and compares and comments on the statistics available in the United Kingdom to measure the performance of existing systems through the medium of enquiries into efficiency carried out by the Monopolies and Mergers Commission (MMC). The stages of these enquiries are classified and a general comparison is made between performance and targets.
|Additional Information:||© 1990 Elsevier|
|Uncontrolled Keywords:||Management; service; public service|
|Library of Congress subject classification:||H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management|
|Sets:||Research centres and groups > Management Science Group|
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