... effects of image congruence and switching costs on the trust transfer, and to assess the effect of trust on patients’ willingness of recommendation. Design/methodology/approach – The research model was tested using data collected from 483 inpatients in 15 medium-to-large hospitals in Taiwan...

... between the perceptions of managerial and non‐managerial employees regarding the aforementioned relationship. Design/methodology/approach The study took place in 20 Greek public hospitals, where 749 usable questionnaires were gathered from front‐line employees. The questionnaire responses were...

...‐study environment to three acute healthcare services (Operating Room utilisation, Accident and Emergency, and Intensive Care) in order to demonstrate its effectiveness. Findings The paper finds that LFA is an effective method of quality management of hospital‐based healthcare services. Research...

...Naceur Jabnoun; Aisha Juma AL Rasasi Purpose This paper investigates the relationship between transformational leadership and service quality in UAE hospitals. The paper first determined the level of satisfaction of patients with the service quality they received. The paper also analyzed how...

...Naceur Jabnoun; Mohammed Chaker Healthcare is a highly competitive global industry. People accept to travel to remote parts of the world in order to receive the service quality they hope for. Patients usually prefer to go to private hospitals, hoping to receive high service quality. On the other...

...M. Sadiq Sohail This paper examines and measures the quality of services provided by private hospitals in Malaysia. Empirical research is used to determine patients’ expectations and perceptions of the quality of service, and a comprehensive scale adapted from SERVQUAL is empirically evaluated...

...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...

...Kay Ennis; Denis Harrington Hospitals and healthcare institutions are today clamouring to find ways to ensure that their organisations will become more efficient and cost effective. With TQM defined as managing the entire organisation so that it excels in all dimensions of the services...

... of the SERVQUAL measure scale in the Spanish public health sector. We analyse the reliability of this measure scale, its dimensionality, using comparison with other studies. Finally we consider the main criticism frequently made in the literature. Quality Measurement Hospitals Spain In recent years...

... encountered by two service organizations. A hospital which routinely conducts patient satisfaction surveys discovered a decrease in customer satisfaction levels concerning the performance of its X‐ray department. Based on an initial investigation, the decrease was attributed to a lack of reliability...

...David Moody; Jaideep Motwani; Ashok Kumar This paper examines the implementation of the principles of total quality management (TQM), benchmarking, and productivity in the human resource function of a hospital located in the Midwest region of the USA. This case study illustrates how basic efforts...

... that lead to the successful implementation of CQI programs in the emergency care of St Mary’s Hospital in Grand Rapids, Michigan. The field work was undertaken from January to November 1996. Hospitals Implementation Improvement Quality © MCB UP Limited 1998 In order to facilitate...

...). Considers some of the problems that occur when HACCP programmes are introduced to catering establishments. Documents risks, hazards and critical control points in the case of a medium‐sized hospital in Northern Ireland. Cites monitoring and control procedures for the control of HACCP and proposes specific...

... not meet their requirements in terms of choice and quality. This applies to a whole range of products and services including those provided by the hospitality industry. Managements are constantly striving to meet customer requirements and in an effort to fulfil this objective have turned to a wide...

...Robert B. Halder Considers how the quality of Naval Hospital San Diego was improved to meet its reputation. Shows how the interest began which led to the setting up of a quality council and, in turn, mission and vision statements. A number of other institutes and organizations became involved...

...Henry C. Anderson Outlines the cultural changes which were necessary to maximize the employees’ intellectual power in the Swedish American Hospital in Rockford, Illinois and how these changes were developed to reflect TQM philosophies. This involved the introduction of interdepartmental problem...

...Lynn Yoffee Reviews how one of the USA′s innovative hospitals is focusing on quality improvement. Discusses the need to become competitive as a result of the reduction in patients, and outlines the implementation of the quality improvement programme, recording the resultant benefits to hospital...