...Ugur Yavas; Donald J. Shemwell This paper seeks to investigate the reasons why, in an increasingly competitive health care milieu, patients choose certain hospitals over others. It introduces the modified importance‐performance analysis technique and presents the method and findings of an empirical...

... on the operational, financial and strategic health of their institutions. They consider the investment in TQM as unjustifiable because the return on such investment in their mind is questionable. This study illustrates how the constant market share model can be utilized to show the competitive benefits of TQM. Based...

...Edward Hopkinson The application of BS 5750: Part 2 to the wide range of Ambulance Service activities demonstrates service‐wide commitment to quality assurance and should lead to “customer” confidence and an improvement in competitiveness. Cambridgeshire′s Ambulance Service makes significant...