Tragic events, such as 9/11 and Hurricane Katrina, can alter the political environment and ...

Tragic events, such as 9/11 and Hurricane Katrina, can alter the political environment and ultimately change the course of action and/or focus of administrative decision making in public agencies.
 
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Total quality service focuses more on the perceptions of government than on actual customer satisfaction with service.
 
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For almost two decades, there has been much emphasis placed on the results of government programs.
 
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