Further Reading

1.Clinton，Bill and Gore，Al，Putting Customers First:Standards for Serving the American People，Washington，D.C.:Government Printing Office，1994.

2.Miller，Thomas and Miller，Michelle，“Standards of Excellence:U.S.Residents'Evaluations of Local Government Services.”Public Administration Review.November/December 1991.(https://www.daowen.com)

3.Osborne，David and Gaebler，Ted，Reinventing Government，Reading，MA:Addison-Wesley，1992.