Sanda Zaharova Kristine Zelmene Knowledge Management in Delivering Customer Oriented Services in Public Sector. 37-46 http://springerlink.metapress.com/openurl.asp?genre=article&issn=0302-9743&volume=3035&spage=37 2004 conf/kmgov/2004 KMGov db/conf/kmgov/kmgov2004.html#ZaharovaZ04