000			01167pab a2200193 454500
008			180718b2009 xxu||||| |||| 00| 0 eng d
100			_aHolzer, Marc
245			_aMapping the terrain of public service quality improvement: twenty-five years of trends and practices in the United State
260			_c2009
300			_ap.403-18.
362			_aSep
520			_aThe quality movement in the United States has been characterized as an impetus for organizational effectiveness and responsiveness since the late 1970s. `Quality' can be a subjective term as each organization has its own definition and boundaries. Three emphases are evident in the field of quality improvement: quality circles, total quality management, and citizen satisfaction. Practices of quality improvement in the public sector have been driven by demands from citizens for more effective services, outcomes that require the implementation of suitable quality models and standards. - Reproduced.
650			_aPublic administration
700			_aKim, Younhee
700			_aCharbonneau, Etienne
773			_aInternational Review of Administrative Sciences
908			_aN
909			_a84516
999			_c84516 _d84516