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Quality dimensions in the public sector: municipal services and citizen’s perception

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  • Pablo Gutiérrez Rodríguez

    ()

  • José Vázquez Burguete
  • Roger Vaughan
  • Jonathan Edwards
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    Abstract

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    File URL: http://hdl.handle.net/10.1007/s12208-009-0030-0
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    Bibliographic Info

    Article provided by Springer in its journal International Review on Public and Nonprofit Marketing.

    Volume (Year): 6 (2009)
    Issue (Month): 1 (June)
    Pages: 75-90

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    Handle: RePEc:spr:irpnmk:v:6:y:2009:i:1:p:75-90

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    Web page: http://www.springer.com/business/journal/12208

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    Web: http://link.springer.de/orders.htm

    Related research

    Keywords: Quality; Satisfaction; Local governments;

    References

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    1. Barclay, Michael J. & Holderness, Clifford G. & Pontiff, Jeffrey, 1993. "Private benefits from block ownership and discounts on closed-end funds," Journal of Financial Economics, Elsevier, vol. 33(3), pages 263-291, June.
    2. de Ruyter, Ko & Bloemer, Jose & Peeters, Pascal, 1997. "Merging service quality and service satisfaction. An empirical test of an integrative model," Journal of Economic Psychology, Elsevier, vol. 18(4), pages 387-406, June.
    3. Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
    4. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer, vol. 16(3), pages 297-334, September.
    5. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
    6. Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
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