Another model, but flawed?

I found this, by chance!,webb,page-conference%20paper%20july%202007.pdf

Measurement of Customer Satisfaction & Performance

Measurement within a Local Government Framework

Sheena Wood, Paul Webb, Steve Page

Chester Business School, University of Chester

Its interesting, but as a useful model for transformational government, I believe flawed.
Its an interesting one, especially in comparison with the CIPFA PIN model...

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