... Queuing Psychology National Health Service Hospitals Service industries Customer satisfaction Despite the technological developments in medical care, the organisation development and the many changes driven by both management and government, within today’s National Health Service (NHS...

... and to a large extent the external environment in which the organisation operates is indeed uncertain. The emphasis on cultural homogenisation does not, therefore, encourage or facilitate double‐loop learning. © MCB UP Limited 2001 Total quality management National Health Service Organizational...