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Footnotes
1 Chart taken from the Citizens First report, 1998. Prepared by Erin Research Inc. and published by the Canadian Centre for Management Development, p. 31. [return]
2 A longer discussion of this important question may be found in A Strong Foundation: Report of the Task Force on Public Service Values and Ethics, 1996. This document can be obtained from the Canadian Centre for Management Development. [return]
3 Adapted from D.M. Blythe and D.B. Marson, 1999. "Measuring Customer Satisfaction at the Vancouver International Airport Authority" in Good Practices in Citizen-Centred Service. Ottawa: Canadian Centre for Management Development, pp. 17- 22. [return]
4 This example is taken from Listening to Customers: an Introduction by S.A. Woodhouse, G.J. Connor, and D.B. Marson, 1993. Published by the Service Quality B.C. Secretariat, Province of British Columbia. [return]
5 For a basket of government services, the Citizens First research found that these five drivers explain 72% of the variance in service quality ratings. [return]
6 Citizens First report, 1998. Prepared by Erin Research Inc. and published by the Canadian Centre for Management Development, p. 32. [return]
7 Woodhouse, S.A. et al., 1993. Listening to Customers: An Introduction. Victoria B.C.: Service Quality B.C. Secretariat, Government of British Columbia. [return]
