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Wisniewski, Mik and Donnelly, Mike (1996) Measuring service quality in the public sector: the potential for SERVQUAL. Total Quality Management, 7 (4). pp. 357-366. ISSN 09544127

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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