Academic journal, conference and other publications and presentations
Since 1993 I have led a research team of academics based in Scotland, England, and in Australia. This team continues to investigate issues related to service quality assessment in the public and voluntary as well as the commercial sectors. Much of the output from the team has therefore been collaborative although I continue to produce a stream of individual journal articles and presentations to international conferences. The research output reported here illustrates the 2-way conversion from theory to practice and is reflected in the variety of publication outlets. It is also represented in the range of conference and seminar presentations made. I was submitted to RAE 2008 under Unit of Assessment 36 – Business and Management Studies.
BOOKS
Donnelly, M. (Editor), “The First Scottish Trade Union Research Network Conference: Work in Progress – Learning from each other”, 1999,
Donnelly, M. and Roberts, S. (Editors), “The Second Scottish Trade Union Research Network Conference: FUTURE - Working together for change”, 2000,
Ho, S.K.M. and Donnelly, M. (Editors), “Integrated Management: proceedings of the 6th International Conference on ISO 9000 and TQM”, 2001,
Donnelly, M. and Hyslop, J. (Editors), “The Third Scottish Trade Union Research Network Conference: Working Together: The Way Forward”, 2001,
Donnelly, M. (Ed.), (2004), “Growing and Learning: Proceedings of the Fourth Scottish Trade Union Research Network Conference 2004”, 2004,
Donnelly, M. (Ed.), (2006), “Trade Unions - Learning Communities, Proceedings of the Fifth Scottish Trade Union Research Network Conference”,
Dowling, M., Beech, N., Donnelly, M. and Littler, C.R. (Editors) (2007) “Spanning two towers: the interplay of knowledge and practice in HRM”,
Donnelly, M. (2008) "Quality management and Complexity in public services" in New perspectives on the theories and practices of organization excellence by Foley, K. and Hermel, P. (Editors), Chapter 18, pp 463-476, SAI Global/Consensus Books, ISBN 1 921093 51 X
JOURNAL ARTICLES
Donnelly, M., Dalrymple, J.F., and Hollingsworth, I.P., The Use and Development of Information Systems and Technology in Scottish Local Government, International Journal of Public Sector Management, Volume 7, Number 3, 1994, 4-15
Donnelly, M., Managing People and Quality in a Climate of Change: the Experiences of some Local Government Professionals, Managing Service Quality, Volume 4, Number 4, 1994, 12-20
Donnelly, M. and McMullan, C, Setting Service Standards for Local Government Reception Services, Managing Service Quality, Volume 4, Number 5, 1994, 42-45
Donnelly, M., STUC Annual Congress - Well ! What did you expect ?, Scottish Trade Union Review, No 66, October 1994
Campbell, S.J., Donnelly, M., and Wisniewski, M., A measurement of service, Scottish Libraries, Journal of the Scottish Library Association, Issue 50, 1995, 10-11
Donnelly, M., Wisniewski, M., Dalrymple, J.F., and Curry, A.C., Measuring Local Government service quality: the SERVQUAL approach, International Journal of Public Sector Management, 1995, 8(7), 14-19
Donnelly, M., Setting Standards for Reception Services in
Wisniewski, M., and Donnelly, M., Measuring service quality in the public sector: the potential for SERVQUAL, Total Quality Management, 1996, 7(4): pp 357-365
Dalrymple, J.F. and Donnelly, M., Managing and evaluating Customer Complaint procedures in local government, Total Quality Management, 1997, 8(2&3), pp 130-134
Shiu, E., Vaughan, L., and Donnelly, M., Service Quality: new horizons beyond SERVQUAL: an investigation of the portability of SERVQUAL into the voluntary and local government sectors, Journal of Nonprofit and Voluntary Sector Marketing, 1997, 2(4), pp 324-331
Donnelly, M. and Scholarios, D., “Workers’ experiences of redundancy: evidence from Scottish defence dependent companies” Personnel Review, 1998, 27(4), pp 325-342
Donnelly, M., “Making the difference: quality strategy in the public sector”, Managing Service Quality, 1999, 9(1), pp 47-52
Donnelly, M. and Scholarios, D., “Workers’ experiences of redundancy: evidence from Scottish defence dependent companies” Personnel Review Select, 1999, 2(2), 107-116
Donnelly, M. and Shiu, E., Assessing service quality and its link with value for money in a UK local authority’s housing repairs service using the SERVQUAL approach, Total Quality Management, 1999, 10(4), 498-506
Donnelly, M., A radical scoring system for the European Foundation for Quality Management Business Excellence Model Managerial Auditing Journal, 2000, 15(1/2), 8-11
Donnelly, M., van’t Hul, S. and Will, V., Assessing the quality of service provided by market research agencies Total Quality Management, 2000, 11(4/5&6), 490-500
Donnelly, M., Cusp not crisis: ”changing to deliver” in Scottish government International Journal of Productivity and Performance Management, 2004, Vol. 53 No. 6, 548-557
Donnelly, M., Rimmer, R. and Shiu, E.M. Assessing the quality of police services using SERVQUAL Policing: an International Journal of Police Strategies and Management, 2006, 29(1), 92-105
Donnelly, M., McCormack, D. and Rimmer, R. (2007) Load and academic attainment in two business schools, Assessment and Evaluation in Higher Education, 32(6), 1-18
Donnelly, M., Rimmer, R. and Shiu, E.M. Service quality, satisfaction and value for money of local police services, submitted to Policy Review, February 2007
CONFERENCE PROCEEDINGS
Donnelly, M., Human Issues - People Matter: A Seminar Approach, Proceedings of the 77th Annual Conference of the Scottish Library Association, 1991. 57 - 64
Dalrymple, J.F., Donnelly, M., Wisniewski, M., and Curry, A.C., Measuring service quality in local government, In Total Quality Management: Proceedings of the First World Congress, edited by G.K.Kanji, Chapman & Hall, 1995, ch. 37, pp 263-266, ISBN 0-412-64380-4
Donnelly, M., Dalrymple, J.F., Wisniewski, M., and Curry, A.C., The portability of the SERVQUAL scale to the public sector, In Total Quality Management: Proceedings of the First World Congress, edited by G.K.Kanji, Chapman & Hall, 1995, ch. 39, pp 271-274, ISBN 0-412-64380-4
Donnelly, M., The applicability of Data Envelopment Analysis as a basis for Performance Management in Local Government Services, in Services Management: New Directions, New Perspectives by Teare, R. and Armistead, C. (ed.) , Cassell, ISBN 0-304-33624-6, 1995
Dalrymple, J.F. and Donnelly, M, Assessing the Quality of Local Government Service provision using the SERVQUAL Scale, in Services Management: New Directions, New Perspectives by Teare, R. and Armistead, C. (ed.) , Cassell, ISBN 0-304-33624-6, 1995
Donnelly, M., Dalrymple, J.F., Wisniewski, M., and Curry, A.C., The use of the SERVQUAL Scale to assess local government services, Proceedings of the Second International Conference in Targetting, Measurement and Analysis for Marketing, London, June 1995, (Day 2), 130-142
Wisniewski, M. and Donnelly, M., Measuring Service Quality in the Public Sector. Proceedings of The Royal Statistical Society Conference,
Wisniewski, M. and Donnelly, M., Measuring Service Quality in the Public Sector. Proceedings of The International Statistical Institute Conference, Beijing, 21-29 August, 1995, vol. 2, pp 1292-1293
Donnelly, M. and Dalrymple, J.F., Service Excellence in Local Government, Proceedings of the 1st International Conference on ISO 9000 and Total Quality Management, De Montford University, Leicester, April 1996, pp 271 - 276
Donnelly, M., Shiu, E., Dalrymple, J.F., and Wisniewski, M., Adapting the SERVQUAL Scale and approach to meet the needs of Local Authority services, In Total Quality Management in Action, edited by G.K.Kanji, Chapman & Hall, 1996, ch. 40, pp 263 - 266, ISBN 0 412 78220 0
Vaughan, E., Shiu, E., and Donnelly, M., Assessing service quality in charity and voluntary organisations, In Total Quality Management in Action, edited by G.K.Kanji, Chapman & Hall, 1996, ch. 18, pp 138 - 142,
Donnelly, M., and Dalrymple, J.F., The portability and validity of the SERVQUAL Scale in measuring the quality of local public service provision, Proceedings of The International Conference on Quality, Union of Japanese Scientists and Engineers, Yokohama, Japan, October 1996, pp 245-249
Donnelly, M, The use of Data Envelopment Analysis to obtain cross-sectoral benchmarking targets and partners using the EFQM Business Excellence Model without a priori element weightings, Proceedings of the 2nd International Conference on ISO 9000 and Total Quality Management, Ho, S. (ed.), Luton, 1997, pp 343-349
Donnelly, M., “Making the difference: quality in the public sector”, Proceedings of the 3rd International Conference on ISO 9000 and Total Quality Management, Ho, S.K.M., (ed.),
Donnelly, M. and Mackenzie, S., “Issues in strategy formation in local government service operations”, Proceedings of the 5th International Conference of the European Operations Management Association, Operations Management: future issues and competitive responses, Coughlan, P., Dromgoole, T., and Peppard, J., (eds), Dublin, 1998, pp 159-164, School of Business Studies, Trinity College, University of Dublin
Donnelly, M. and Shui, E., "Assessing the quality of a local authority housing repairs service using the SERVQUAL approach", Proceedings of the 3rd International and 6th National Conference on Quality Management, Quality Improvement: learning from ourselves, learning from others, Dalrymple, J.F. (ed), Melbourne, 1999, pp 122 - 130, Centre for Management Quality Research, RMIT University, ISBN 0 7337 2587 2
Donnelly, M., “Assessing the quality of care for the elderly using the SERVQUAL approach and modified instruments“, TQM and Innovation, Proceedings of the 4th International Conference on ISO 9000 and Total Quality Management, Ho, S.K.M., (ed.), Hong Kong, 1999, pp 744-749, Hong Kong Baptist University Press, ISBN 962 85264-4-8
Donnelly, M., Making the difference: quality strategy in the public sector, Keynote speech to the 3rd International and 6th National Conference on Quality Management, Quality Improvement: learning from ourselves, learning from others,
Donnelly, M. and Sullivan, R., Quality, Learning and Entrepreneurship in the Public Sector, Proceedings of the 3rd Enterprise and Learning Conference, Deakins, D. (ed.), Paisley, 1999, pp 222 – 233, ISBN 0 904 391 05 1
Donnelly, M., Best Value Service Reviews in UK Local Government, Proceedings of the 5th International Conference on ISO9000 and TQM, Ho, S.K.M. and Leung, C.C. (eds), Hong Kong Baptist University and the National University of Singapore, 2000, pp 583-587, ISBN 962-85264-0-2
Stewart, D. and Donnelly, M., Getting to know you: building and using performance information portfolios in local government, Proceedings of the 5th International and 8th National Research Conference on Quality and Innovation Management, Terziovski, M. (ed.), The Euro-Australian Cooperation Centre (EACC), Department of Management, Faculty of Economics and Commerce, University of Melbourne, Australia, 2001, pp 575-584, ISBN 0 7340 2102 X
Donnelly, M., Assessing Stakeholders’ views of the quality of a Local Authority’s Home Care service, in Integrated Management: proceedings of the 6th International Conference on ISO 9000 and TQM, Ho, S.K.M. and Donnelly, M. (Ed’s), School of Business-HKBU and Paisley Business School, 2001, pp 613-618, ISBN 962-86107-2-4
Donnelly, M., McLelland, C. and Shiu, E. Two new instruments to assess the views of key stakeholder groups on the quality of delivery of home care services in Scotland, in Change Management: proceedings of the 7th International Conference on ISO 9000 and TQM, Ho, S.K.M. and Dalrymple, J.F. (eds), Hong Kong Baptist University and RMIT University, 2002, pp 1034 – 1041, ISBN 962-86107-6-7
Donnelly, M. and Freeman, J. Cusp not crisis: ”changing to deliver” in Scottish government, in TQM Best Practices: proceedings of the 9th International Conference on ISO 8000 and TQM, Ho, S.K.M. amd Suttiprasit, P. (eds), Hang Seng School of Commerce and Sukhothai Thammathirat Open University, 2004, pp 437 – 444, ISBN 962-86107-9-1
Donnelly, M and White, E.P., Assessing the quality of a local authority conference and hospitality venue using the ServQual model, Proceedings of the 10th International Conference on ISO9000 and TQM and the 5th Shanghai International Symposium on Quality, TQM and Six Sigma for Competitiveness, Shanghai, 2005, Paper 7.2K, B167-168, Shanghai Association for Quality, ISSN 9-771004-781059
Donnelly, M., McCormack, D. and Rimmer, R., Environments, trade-offs and academic outcomes among business students at two Commonwealth universities, presented to the annual Higher Education Academy conference, Thames Valley University, London, April 2001 (no proceedings)
Donnelly, M., McCormack, D. and Rimmer, R., Business student attainment in two Commonwealth universities, Proceedings of the annual Centre for Research and Lifelong Learning and Teaching conference themed on “What a Difference Pedagogy Makes: Researching Lifelong Learning and Teaching”, Volume 2, pp 479- 488, Stirling, June 2005, The Centre for Research in Lifelong Learning, Scotland, ISBN 1-903661-72-2
Donnelly, M. Rimmer, R. and Shiu, E.M., Assessing the quality of a local police service using ServQual, Proceedings of the 11th International Conference on ISO 9000 and TQM, TQM and Corporate Governance, Ho, S.K.M. (Editor), Hang Seng School of Commerce, Hong Kong, 2006, Paper 10.02, pp139-140, (6 pages on CD of conference proceedings) ISBN 962-86107-9-1-11
Donnelly, M., McCormack, D. and Rimmer, R. Attainment among undergraduate entrants to business schools in two nations Proceedings of the British Academy of Management Conference, Paper 10369, Belfast, 2006
Donnelly, M., Rimmer, R. and Shiu, E.M. Explaining expectations and perceptions of service quality and satisfaction with police services Proceedings of the British Academy of Management Conference, Paper 10212, Belfast, 2006
Beech, N., Dowling, M. and Donnelly, M., Against simplistic theory, for sophisticated practice in Spanning two towers: the interplay of knowledge and practice in HRM, 1-7, CIPD Knowledge into Practice Conference, University of St Andrews, St Andrews, 2007, ISBN 0-90089-719-8
Donnelly, M., Ministers and Managers: making a compact based on mutual expectations, in Spanning two towers: the interplay of knowledge and practice in HRM, 85-87, CIPD Knowledge into Practice Conference, University of St Andrews, St Andrews, 2007, ISBN 0-90089-719-8
Donnelly, M., Rimmer, R. and Shiu, E.W. (2007) Service quality, satisfaction and value for money of local police services, 1st International Conference on “Quality management practices for organizational excellence”, August 16-17, Mumbai, India
Donnelly, M. (2007) Quality Management and Complexity in Public Services, 4th conference of the Multinational Alliance for the Advancement of Organisational Excellence (MAAOE), Versailles, France