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dc.contributor.authorDonnelly, Mike
dc.contributor.authorMcMullan, Ciaran
dc.date.accessioned2018-06-29T20:20:41Z
dc.date.available2018-06-29T20:20:41Z
dc.date.issued1994
dc.identifierER476
dc.identifier.citationDonnelly, M. & McMullan, C. (1994) Setting Service Standards for Local Government Reception Services, Managing Service Quality, vol. 4, , pp. 42-47,
dc.identifier.issn9604529
dc.identifier.urihttp://www.emeraldinsight.com/10.1108/09604529410068484
dc.identifier.urihttps://eresearch.qmu.ac.uk/handle/20.500.12289/476
dc.description.abstractAnalyses the number, distribution and nature of enquiries made at Stirling District Council's central reception and the times taken by staff to deal with them satisfactorily in order to measure meaningful service standards. A survey of customers was conducted to try to establish a profile of the users of the reception service. With the aid of queuing theory, tries to obtain a better understanding of the way in which reception service quality target levels can be defined, measured, monitored and improved.
dc.format.extent42-47
dc.publisherMCB UP Ltd
dc.relation.ispartofManaging Service Quality
dc.subjectLocal government
dc.subjectQueuing theory
dc.subjectReception
dc.subjectService levels
dc.titleSetting Service Standards for Local Government Reception Services
dc.typearticle
dcterms.accessRightsnone
dc.description.facultydiv_BaM
dc.description.volume4
dc.identifier.doihttp://doi:10.1108/09604529410068484
dc.description.ispublishedpub
dc.description.eprintid476
rioxxterms.typearticle
qmu.authorDonnelly, Mike
dc.description.statuspub
dc.description.number5


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