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Dalrymple, J F and Donnelly, Mike (1997) Managing and evaluating customer complaint procedures in local government. Total Quality Management, 8 (2/3). pp. 136-140. ISSN 0954-4127

Donnelly, Mike and Wisniewski, Mik and Dalrymple, J F and Curry, A C (1995) Measuring service quality in local government: the SERVQUAL approach. International Journal of Public Sector Management, 8 (7). pp. 15-20. ISSN 09513558

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