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"Adapting Total Quality Management (TQM) to Government". Swiss,James E. The Journal of Public Administration Review . 1992
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Does Democrary Produce Quality of Government?. Nicholas Charron,Victor Lapuente. EuropeanJournal of Political Reasearch . 2010
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"Quality of Government:What You Get". Holmberg,S,B Rothstein,N.Nasiritousi. Annual Review of Po litical Science . 2009
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Quality as a reflection of innovation? Quality management in the Korean government. Pan Suk Kim. International Review of Administrative Sciences . 2009
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Refinement and Reassessment of the SERVQUAL Scale. Parasuraman A,Zeithaml V A,Berry L L. Journal of Retailing . 1991