Search results

1 – 1 of 1
Per page
102050
Citations:
Loading...
Access Restricted. View access options
Article
Publication date: 1 October 1994

Mike Donnelly and Ciaran H. McMullan

Analyses the number, distribution and nature of enquiries made atStirling District Council’s central reception and the times taken bystaff to deal with them satisfactorily in…

647

Abstract

Analyses the number, distribution and nature of enquiries made at Stirling District Council’s central reception and the times taken by staff to deal with them satisfactorily in order to measure meaningful service standards. A survey of customers was conducted to try to establish a profile of the users of the reception service. With the aid of queuing theory, tries to obtain a better understanding of the way in which reception service quality target levels can be defined, measured, monitored and improved.

Details

Managing Service Quality: An International Journal, vol. 4 no. 5
Type: Research Article
ISSN: 0960-4529

Keywords

1 – 1 of 1
Per page
102050