...Raghav Upadhyai; Neha Upadhyai; Arvind Kumar Jain; Hiranmoy Roy; Vimal Pant Purpose Health care service is a widely researched area. Several established models and instruments measuring health care service quality (HCSQ) are available in the published academic literature. The objective...

...Santosh Kumar; Roopali Sharma Purpose The health care industry has experienced vibrant growth since the last few decades. Total health care business has reached more than US$160bn in the country and is still growing, but sustainable growth of industry is a major area of concern. An unsustainable...

...Cliff Welborn; Kimball Bullington Purpose – The purpose of this study is to benchmark the use of process improvement techniques among US health care organizations that won the Malcolm Baldrige National Quality Award. Design/methodology/approach – The applications from 13 Baldrige award...

...Stuart Orr; Amrik S. Sohal; Katherine Gray; Jennine Harbrow; David Harrison; Anne Mennen This paper presents the results of a survey of senior and middle managers from the Southern Health Care Network in Victoria, Australia. The survey was conducted to determine whether IT is used as a strategic...

...Leon W. Brashier; Victor E. Sower; Jaideep Motwani; Michael Savoie Examines the current literature on total quality management/continuous quality improvement (TQM/CQI) in the health‐care industry and determines the common threads that exist in the successfully implemented programmes. Based...

... provided insight for top managers of both public agencies to facilitate their total quality management processes. © MCB UP Limited 1994 Customer orientation Employee attitudes Health care Industrial relations Management attitudes Organizational philosophy Service quality TQM...