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Campbell, S J and Donnelly, Mike and Wisniewski, M (1995) A measure of service. Scottish Libraries : Journal of the Scottish Library Association, 50 . pp. 10-11. ISSN 0950-0189
Donnelly, Mike and Wisniewski, M 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