New Public Management: Promote the Public Sector Modernization Through Service Quality. Current Experiences and Future Challenges
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- Peter, J Paul & Churchill, Gilbert A, Jr & Brown, Tom J, 1993. " Caution in the Use of Difference Scores in Consumer Research," Journal of Consumer Research, Oxford University Press, vol. 19(4), pages 655-62, March.
- 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.
- Kassim, Norizan Mohd & Bojei, Jamil, 2002. "Service quality: gaps in the Malaysian telemarketing industry," Journal of Business Research, Elsevier, vol. 55(10), pages 845-852, October.
- Gregg G. Van Ryzin, 2004. "Expectations, performance, and citizen satisfaction with urban services," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 23(3), pages 433-448.
- Kirchler, Erich & Niemirowski, Apolonia & Wearing, Alexander, 2006. "Shared subjective views, intent to cooperate and tax compliance: Similarities between Australian taxpayers and tax officers," Journal of Economic Psychology, Elsevier, vol. 27(4), pages 502-517, August.
- William Dunn & David Miller, 2007. "A Critique of the New Public Management and the Neo-Weberian State: Advancing a Critical Theory of Administrative Reform," Public Organization Review, Springer, vol. 7(4), pages 345-358, December.
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