Nicholls J A F, Gilbert G R, Roslow S
Journal of Consumer Marketing, (UK), 1998 Vol 15 No 3
Start page: 239 No of pages: 13
Aims to help organizations develop an instrument with which to measure customer satisfaction within a service setting. Reviews the literature relating to service quality and customer satisfaction, focusing on customer expectation, technical and functional approaches, the influence of time, and service quality versus service satisfaction. 

A package of measures has been announced which will aim to provide better, independent regulation of the accountancy profession, covering both private and public sector. 

Pilot research which aims to measure whether deprived areas really benefit from attempts to target public spending has been welcomed by the Government.
The study measured public spending in Brent, Liverpool and Nottingham and found it was seventeen per cent above average. In some of the most deprived council ward areas spending could be as much as 45 per cent above average.