...Tram-Anh N. Pham; Jillian C. Sweeney; Geoffrey N. Soutar Purpose The purpose of this paper is to suggest a typology of customer value cocreation activities and explore the psychological drivers and quality of life outcomes of such activities in a complex health care service setting. Design...

... plays a major role in explaining trust creation and client retention. Moreover, Trachtenberg et al. (2005) found that trust is a key predictor of the client's involvement in their health care; this is supported by the work of Edwards and Elwyn (2006) who highlight the importance of clients trusting...

...) proffer the view that “Customer satisfaction results from providing goods and services that meet or exceed customers’ needs”. Linder‐Pelz (1982) defined patient satisfaction as “Positive evaluations of distinct dimensions of the health care”. As customer satisfaction is customer/patient based, an accurate...

... and outcomes. Job satisfaction and patient satisfaction were found to be significantly and positively correlated with culture strength and with ratings of the built environment. © MCB UP Limited 2003 Environment Culture Health care Measurement The aging population along with the aging...

...Kay Downey‐Ennis; Denis Harrington The effective management of health services and the delivery of quality systems in Irish health‐care institutions have increased in significance in recent years. Consumers (patients) are expecting more of health‐care providers and are demanding higher standards...

...Clare Chow‐Chua; Mark Goh Based on the research so far on quality improvement and performance measurement on hospitals and the health‐care sector, there appears to be a need to combine the various models or approaches to performance and quality improvement. This paper presents a knowledge‐based...

...Evert Gummesson Considers the current state of health‐care provision – noting that the sector is in distress. Suggests that we need to find the root cause of the problems and not just the symptoms. As an example of good practice, points to Shouldice Hospital in Toronto, Canada – a single‐service...

... are not natural partners. Even managers aware of the need to change resist the parts that appear too major, too risky, or too “different”. This understanding of change, transformation and reinvention are crucial for all health‐care organizations moving forward at turbulent speeds. Change has its problems...

..., a management model is set up using quality function deployment (QFD) where strategies are developed through a partnership between managers and clinicians for the provision of total quality healthcare in the light of dramatic changes in the health‐care environment. The QFD‐led model consists of seven parts...

...Johan Hansson Explores the notion that the introduction of total quality management (TQM) in the public health care sector indicates a conceptual break with a tradition in which the authority to define and interpret the meaning of medical practice has been located solely within the medical...

... technique for designing services or products that are based on customers’ expectations. Given the proven success of QFD in manufacturing, this paper explores the applicability of QFD in health care. It describes the QFD technique and how it leads to a better understanding of customers’ expectations...

... given to customers. allowed a wider geographical coverage; there was reduced interviewer bias; costs were kept reasonable; it allowed anonymity; and coding was easier. (2) Disadvantages: © MCB UP Limited 1999 Service quality Health care United...

...Donald E. Lighter Disease management (DM) programs are being implemented throughout the health care delivery system as one way to contain costs, and they have demonstrated mixed efficacy. In most cases, DM programs have shown the best results when they promote access to preventive care services...

... for the future. © MCB UP Limited 1999 Community planning Health care TQM USA The market for delivery of healthcare services has been steadily moving into the private sector as part of a global phenomenon. The markets where socialized healthcare services are predominant are also beginning...

... are discussed including several possible ways of increasing perceived control in specific situations. These include changing some organizational, supervisory style, reward system and job design factors. © MCB UP Limited 1998 Empowerment Health care Nurses The William Hospital (fictitious...

.... Suggests that the definition of service core and service surround needs to be negotiated. © MCB UP Limited 1998 Health care ISO 9000 Service quality Cancer. The very word can invoke terror. But for the thousands of professionals and support staff involved in cancer research...

...Elizabeth A. Poirier; John W. Moran Notes that home health care is currently in a state of flux as it awaits major changes such as those relating to prospective reimbursements. Focuses on Home Health Care of Greater Newburyport. Looks at the history of this organization and the reasons behind...

... Awards Health care Quality USA All across corporate USA, companies are achieving remarkable results against quality, productivity and customer satisfaction targets. But outside their home town, or state, few receive much publicity. This publicity may please the companies involved, but ‐ more...

... MCB UP Limited 1995 Health care Productivity management Service industries TQM The service sector is significant and is an important part of the US economy. Service accounts for approximately three‐quarters of the gross national product and nine out of the ten jobs the economy creates...

... power of individuals is promoted through team activity, and empowerment of employees will maximize intellectual power which will in turn benefit the customer. © MCB UP Limited 1994 Empowerment Health care Hospitals Juran Teamwork TQM USA SwedishAmerican Hospital is a 397‐bed...