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Cusp not crisis: "Changing to Deliver" Scottish Government
Donnelly, Mike - In: The international journal of productivity and … 53 (2004) 5-6, pp. 548
Persistent link: https://www.econbiz.de/10006609087
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Measuring service quality in local government: The SERVQUAL approach
Donnelly, Mike; Wisniewski, Mik; Dalrymple, John F.; … - In: International journal of public sector management : IJPSM 8 (1995) 7, pp. 15-20
Persistent link: https://www.econbiz.de/10007328415
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Assessing the quality of service provided by market research agencies
Donnelly, Mike; Hull, Selma Van'T; Will, Valerie - In: Total quality management 11 (2000) 4, pp. 490-500
Persistent link: https://www.econbiz.de/10007180288
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Special Issue: Proceedings of the 4th World Congress for Total Quality Management: Integrating for Excellence; Achieving Customer Loyalty - Assessing service quality and its link w...
Donnelly, Mike; Shiu, Edward - In: Total quality management 10 (1999) 4-5, pp. S498
Persistent link: https://www.econbiz.de/10007185877
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Techniques - Making the difference: Quality strategy in the public sector
Donnelly, Mike - In: Managing service quality : MSQ ; an international journal 9 (1999) 1, pp. 47-52
Persistent link: https://www.econbiz.de/10007187778
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The Use and Development of Information Systems and Technology in Scottish Local Government
Donnelly, Mike; Dalrymple, John F.; Hollingsworth, Ivan P. - In: International journal of public sector management : IJPSM 7 (1994) 3, pp. 4-15
Persistent link: https://www.econbiz.de/10007086156
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Setting standards for reception services in UK local authorities
Donnelly, Mike - In: Total quality management 7 (1996) 1, pp. 51-66
Persistent link: https://www.econbiz.de/10007203606
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Measuring service quality in the public sector: The potential for SERVQUAL
Wisniewski, Mik; Donnelly, Mike - In: Total quality management 7 (1996) 4, pp. 357-366
Persistent link: https://www.econbiz.de/10007207283
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Setting Service Standards for Local Government Reception Services
Donnelly, Mike; McMullan, Ciaran H. - In: Managing service quality : MSQ ; an international journal 4 (1994) 5, pp. 42-45
Persistent link: https://www.econbiz.de/10007213522
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Managing People and Quality in a Climate of Change
Donnelly, Mike - In: Managing service quality : MSQ ; an international journal 4 (1994) 4, pp. 41-44
Persistent link: https://www.econbiz.de/10007213539