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http://dx.doi.org/10.1201/9781420031133
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Front MatterAbstract - Hi-Res PDF (632 KB) - PDF w/links (632 KB)
Chapter 1. IntroductionAbstract - Hi-Res PDF (757 KB) - PDF w/links (757 KB)
Chapter 2. Applying Total Quality Service Concepts to Public and Nonprofit OrganizationsAbstract - Hi-Res PDF (1042 KB) - PDF w/links (1043 KB)
Chapter 3. From Quality Control to Continuous ImprovementAbstract - Hi-Res PDF (815 KB) - PDF w/links (815 KB)
Chapter 4. People PowerAbstract - Hi-Res PDF (748 KB) - PDF w/links (749 KB)
Chapter 5. Monitoring Process, Costs, Quality, and ProductivityAbstract - Hi-Res PDF (721 KB) - PDF w/links (722 KB)
Chapter 6. Rewarding Service Quality ImprovementAbstract - Hi-Res PDF (736 KB) - PDF w/links (737 KB)
Chapter 7. Managing Performance in the Public SectorAbstract - Hi-Res PDF (645 KB) - PDF w/links (646 KB)
Chapter 8. Preserving the FutureAbstract - Hi-Res PDF (533 KB) - PDF w/links (534 KB)
Chapter 9. Implementing Continuous Quality Healthcare ImprovementAbstract - Hi-Res PDF (770 KB) - PDF w/links (771 KB)
Chapter 10. Leadership for Service Quality ImprovementAbstract - Hi-Res PDF (490 KB) - PDF w/links (491 KB)
AppendicesAbstract - Hi-Res PDF (1001 KB) - PDF w/links (1041 KB)
