..., it tests the strength of the moderating role of service climate between service climate levels and service behavior. Design/methodology/approach Among 54 nursing units at six hospitals, the data were collected using multiple methods (surveys, observations, administrative data). Findings Mixed...

... theory. From this theoretical base the concepts of post‐purchase perceived value and relationship quality are derived. The causal model is tested on a sample of hospital users. Findings The results show that perceived functional value exercises a significant influence over consumer satisfaction...

... and emergency Hospitals Canada It is believed this illustration and review of related literature from both inside and outside health care will lead to the following two premises: 1. If service management had a greater presence in our practices and institutions, it would facilitate an improved...

... seeing the doctor soon, but not serious enough to go to a hospital emergency room), Klassen and Rohleder (1996) showed that in many cases it is best to leave slots open in the middle of the session. This allows many urgent clients to be accommodated, but also, if they are not filled, these slots act...

...Ling X. Li; David A. Collier The stimulus for this research is that as US hospitals and health care organizations become more competitive, wise investments in technology and quality improvement are keys to financial success and survival. A structural equation model is hypothesized using...

...David A. Tansik; Robert Routhieaux This study investigated the impact of music on customers, persons waiting for surgery patients, in a hospital’s surgery waiting room; an inherently stressful environment. These persons are customers of the hospital in that they are using the hospital’s services...

...John Øvretveit Describes the experiences of several public hospitals which have implemented quality methods and management and lists some of the lessons they learned that could be usefully adopted by other services. Asks: how do you introduce a quality programme into an organization whose employees...

... of an ongoing project aimed at identifying and measuring those factors which determine how hospital ward staff perceive the quality of the support they receive from other units in hospitals. In associating customer service affairs with organizational matters,other contributions relate to what Gummesson (1993...

...R. Vandamme; J. Leunis Many hospitals apply modern marketing ideas to serve customer markets in a more efficient and effective way. An important strategic variable in this respect is service quality. Gives a theoretical conceptualization of the service‐quality construct and discusses its major...

... of the pressures of cost containment, most hospitals have segmented their surgical market, but have adapted their operations in a variety of ways. Some keep the inpatient and outpatient survery integrated in the same facility, while others choose a plant‐with‐a‐plant or a separate facility. Information concerning...