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• W2022045813 abstract "Abstract This paper examines a project aimed at improving service quality in a Spanish police force. The aim of the research is to give an overview of this project and show an instrument that identifies strengths and areas for improvement through the participation of all the employees. The paper describes the steps of the project, based on self-assessment exercises and process management, and the reliability analyses and the analysis of the validity of the measurement instrument. The conclusions are that self-assessment and process management can improve service quality and have positive effects upon employees, that the measurement instrument, which is a reliable and valid one, may be applied by other police forces in order to maximize their efforts towards service quality, and that the whole process may succeed when there is sufficient managerial involvement." @default.
• W2022045813 created "2016-06-24" @default.
• W2022045813 creator A5039401920 @default.
• W2022045813 date "2006-04-01" @default.
• W2022045813 modified "2023-10-16" @default.
• W2022045813 title "Improving service quality in a Spanish police service" @default.
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• W2022045813 doi "https://doi.org/10.1080/14783360500451275" @default.
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