The Quality of Service in Household Management
Kieron Walsh and Ken Spencer
Quality of service is a key issue for the public service. This book examines the way that housing authorities are trying to improve the quality of the service that they provide to their tenants. It provides a detailed study of what tenants expect from housing authorities, and how satisfied they are with what they get. Methods for improving the quality of service are considered. The book is based on an extensive survey of tenants and in-depth study in four housing authorities. The book will be of interest to those concerned with housing and the improvement of the quality of public service.
Research supported by Joseph Rowntree Memorial Trust
1990 ISBN 0 704409 71 2
2 The Nature of Quality
3 Relationships with Tenants
4 Improving Management Quality