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Cited by

• 2005CRM in the public sector: towards a conceptual research framework66 cited
• 2002Job standardization and service quality: A closer look at the application of total quality management to the public sector55 cited
• 2004DOES QUALITY MANAGEMENT WORK IN THE PUBLIC SECTOR33 cited
• 2000Policy and practice: An investigation of organizational change for service quality in the public sector in Northern Ireland32 cited
• 2003Quality management in the Turkish public sector: a survey25 cited
• 2010Towards a conceptual model for assessing the quality of public services24 cited
• 2001Effecting Change in a Reform Context23 cited
• 2009Assessing the Quality of Public Services: A Conceptual Model18 cited
• 1997Reinventing Government and Redefining Leadership: Implications for Personnel Management in Government12 cited
• 2008Reassessment of the Application of TQM in the Public Sector9 cited
• 2003Mitarbeiter- und Kundenzufriedenheit in öffentlichen Organisationen7 cited