@article {4891,
	title = {Juggling conflicting demands: The case of the UK financial ombudsman service},
	journal = {Journal of Public Administration Research and Theory},
	volume = {19},
	number = {3},
	year = {2009},
	month = {2009},
	pages = {661 - 680},
	publisher = {PMRA},
	isbn = {1053-1858},
	author = {Gilad, Sharon}
}
