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• 1998Quality perceptions of internal and external customers: a case study in educational administration117 cited
• 2002Participation as the key to successful change – a public sector case study82 cited
• 2001Service quality performance measurement in public/private sectors60 cited
• 2013Service quality in the public sector: the case of the Citizen's Service Centers (CSCs) of Greece56 cited
• 1997Awareness of service charges and its influence on customer expectations and perceptions of quality in banking43 cited
• 2000Quality Standards in the Public Sector: Differences Between Italy and the UK in the Citizen’s Charter initiative41 cited
• 1998Public sector quality: political project or legitimate goal?35 cited
• 2007‘The Work You Want, The Help You Need’: Constructing the Customer in Jobcentre Plus34 cited
• 1996The application of total quality management to the public sector13 cited
• 2011Enabling Innovation in Complex Welfare Service Systems11 cited
• 1999Improving Public Services in Ireland: A Case Study Approach10 cited
• 2013The Movement Beyond the New Public Management: Public Governance Practices in Italian Public Organisations9 cited
• 2002Effective Consultation with the External Customer7 cited