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Donnelly, Mike and Kerr, Neil J and Rimmer, Russell and Shiu, Edward M (2006) Assessing the quality of police services using SERVQUAL. Policing An International Journal of Police Strategies & Management, 29 (1). pp. 92-105. ISSN 1363951X

Donnelly, Mike and Shiu, Edward M (1999) Assessing service quality and its link with vaule for money in a UK local authority's housing repairs service using the SERVQUAL approach. Total Quality Management, 10 (4/5). pp. 498-506. ISSN 0954-4127

Shiu, Edward M and Vaughan, L and Donnelly, Mike (1998) Service Quality: new horizons beyond SERVQUAL: an investigation of the portability of SERVQUAL into the voluntary and local government sectors. Journal of Nonprofit and Voluntary Sector Marketing, 2 (4). pp. 324-331. ISSN 1360-8576

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