Title

Using SERVQUAL as a management tool in the provision of welfare services

Document Type

Conference publication

Publication details

Kelly, SJ, McFadyen, K & Harrison, JL 2001, 'Using SERVQUAL as a management tool in the provision of welfare services', in HE Spotts, HL Meadow & SM Smith (eds), Proceedings of the tenth biennial World Marketing Congress : global marketing issues at the turn of the millennium, Cardiff, Wales, 28 June - 1 July, Academy of Marketing Science, Cardiff, Wales. ISBN: 0939873037.

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