Gap analysis of health services: Client satisfaction surveys

AAOHN Journal

Volumn 44, Issue 11, 1996, Pages 541-549

  Dyck, Dianne ^a  

^a Alexander Consulting Group   (Canada)

Author keywords

[No Author keywords available]

Indexed keywords

HEALTH CARE DELIVERY; HEALTH CARE POLICY; HEALTH CARE QUALITY; HEALTH SERVICES RESEARCH; INDUSTRY; OCCUPATIONAL HEALTH NURSING; OCCUPATIONAL HEALTH SERVICE; PATIENT SATISFACTION; REVIEW; TOTAL QUALITY MANAGEMENT;

EID: 0029858246     PISSN: 08910162     EISSN: None     Source Type: Journal    
DOI: 10.1177/216507999604401104     Document Type: Review

References (7)

1. Belk, H.D. (1990). Implementing continuous quality improvement in occupational health programs. Journal of Occupational Medicine, 52(12), 1184-1188.
2. Parasuraman, A., Zeithaml, V., & Berry, L.L. (1988, Spring). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
3. Parillo, V. (1993). Systems analysis of an occupational health department. AAOHN Journal, 41(5), 220-227.
4. Sullivan, E., & Decker, P. (1988). Effective management in nursing, 2nd ed. Menlo Park, CA: Addison-Wesley Publishing Company.
5. Walters, D., & Morgan, D. (1995). Core and comprehensive health care services: Quality-of-care issues. Canadian Medical Association Journal, 152(8), 1199-1204.
6. Youngblood, M. (1994). Eating the chocolate elephant: Take charge of change through total process management. Richardson, TX: Micrografx, Inc.
7. Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service. Ontario, Canada: The Free Press, A Division of Macmillan, Inc.