SERVICE QUALITY AND BENCHMARKING THE PERFORMANCE OF MUNICIPAL SERVICES.

FOLZ, DAVID H.

PUBLIC ADMINISTRATION REVIEW, n.º 2/2004, pág. 209 a 218

1. WHY CONSIDER SERVICE QUALITY FIRST? 2. METHODOLOGY. A) DATA. B) VARIABLE OPERATIONALIZATIONS. 3. A SERVICE-QUALITY FRAMEWORK FOR RECYCLING. A) SERVICE QUALITY AND PERFORMANCE. 4. A MODEL OF SERVICE QUALITY AND RECYCLING PERFORMANCE. 5. BEST PRACTICES, CONTEXTUAL FEATURES, AND RECYCLING DIVERSION. 6. SELECTING A BENCHMARKING PARTNER. 7. SUMMARY AND CONCLUSION.