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Service with a smile: the public face of public sector industries

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This paper defines a quality of service systems and compares and comments on the statistics available in the United Kingdom to measure the performance of existing systems through the medium of enquiries into efficiency carried out by the Monopolies and Mergers Commission (MMC). The stages of these enquiries are classified and a general comparison is made between performance and targets.

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en

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http://eprints.lse.ac.uk/27220/

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