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Cited by

• 2001Changing faces: nurses as emotional jugglers291 cited
• 1996Data envelopment analysis applied to quality in primary health care113 cited
• 1999Customer loyalty – a relevant concept for libraries?77 cited
• 2015Human rights, leisure and leisure studies62 cited
• 2000Measuring the performance of social housing organisations in England and The Netherlands: A policy review and research agenda26 cited
• 1994Accentuating the apostrophe: The citizen's charter22 cited
• 1994Maintaining Quality in Human Services19 cited
• 1996Citizen Major? The Rationale and Impact of The Citizen's Charter14 cited
• 1994A reform beyond compare? The next steps restructuring of British central government12 cited
• 1994Charters at the grass‐roots: A first report10 cited
• 2002Joint Reviews: Retracing the Trajectory, Decoding the Terms10 cited
• 1993Managing quality in local government and the health service10 cited
• 1999Propaganda, Persuasion and Symmetry: Local and Central Government Perspectives on Communicating with the Citizen8 cited
• 1998Developing a process model for standard setting in local government services7 cited