@book{ab97aa506b944a039026cc62f9dcd64d,
title = "It's a culture thing - the challenge of change - customer service in local government",
keywords = "local government, customer service",
author = "K. Ritters and Howard Davis and J. Mawson and M. Tricker",
note = "The full text is available free from the link given. The published version can be found at: http://www.instituteofcustomerservice.com/1839-1959/Its-a-Culture-Thing-The-challenge-of-change---customer-service-in-local-government.html",
year = "2009",
language = "English",
publisher = "Institute of Customer Service",
address = "United Kingdom",
}