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Book Section

Tricker, Mike, Osbourne, S P, Bovaird, A, Martin, S and Waterson, P (2002). Performance management and accountability in complex public programmes. IN: Public Management – Critical Perspectives Vol V: Policy making, ethics and accountability. Osborne, S P (ed.) London: Routledge.


Ritters, Katrina, Davis, Howard, Mawson, John and Tricker, Mike J. (2009). It's a culture thing - the challenge of change - customer service in local government. Technical Report. Institute of Customer Service, Cholcester.

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