Citizens first
By: Canadian Centre for Management Development
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Material type: 
BookPublisher: Ottawa : Canadian Centre for Management Development; Citizen-Centred Service Network, 1998Description: 84 p. : il.ISBN: 0662638654.Other title: Les citoyens d'abord.Subject(s): Gestão da Qualidade -- Canadá | Serviço Público | Atendimento ao Cliente | Satisfação do Cliente
Contents:
Setting the record straight. The service model. Access to service. Multiple-contact services. Drivers of service quality. How service gets derailed. Constraints on improvement. Consistency of the drivers. Service standards. Citizens'priorities for improvement. Research implications. The path forward.
| Item type | Current location | Collection | Call number | Copy number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|---|
| Livro Geral | Biblioteca Graciliano Ramos | Livro Geral | 352.3570971 C5812 (Browse shelf) | Ex. 1 | Available | 10009553 |
Setting the record straight. The service model. Access to service. Multiple-contact services. Drivers of service quality. How service gets derailed. Constraints on improvement. Consistency of the drivers. Service standards. Citizens'priorities for improvement. Research implications. The path forward.
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