Marsh, Sheila - In: Journal of Management Development 15 (1996) 2, pp. 69-79
Contends that public service quality is necessarily a democratic concept. Because the public generally has no choice … and/or is disempowered, dependent or excluded in relation to the services it is entitled to, quality, both in its … decentralization. The key elements in both quality and decentralization are the three building blocks of front and back line (or centre …
