Questioning a major service boost

Abstract

Asks whether or not the Citizen′s Charter and the ensuing Charter Mark Scheme (1992) are beneficial for those in the service industry and its recipients. Outlines the Charter Mark Scheme′s six standards of service achievement for a number of public sector services. Shows that there is confusion and uncertainty among the public regarding these schemes, but that those involved in competing for Charter Mark awards appear to be achieving results.

Citation

Ashton, C. (1993), "Questioning a major service boost", Managing Service Quality: An International Journal, Vol. 3 No. 4, pp. 27-30. https://doi.org/10.1108/EUM0000000003177