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The Path of Quality in a Spanish Autonomous Agency

This article gives an account of the path of quality undertaken by the Spanish agency that delivers social security benefits in a context where a general reform of the whole public sector did not take place as intended. Before the agency could attempt to aim at citizens' satisfaction with the... Full description

1st Person: Parrado-Díez, Salvador
Additional Persons: Ruiz-López, Joaquín verfasserin
Source: in Public productivity & management review Vol. 21, No. 1 (1997), p. 56-69
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Type of Publication: Article
Language: English
Published: 1997
Keywords: research-article
Online: Volltext
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