The role of complaint management in the service recovery process

The Joint Commission journal on quality improvement

Volumn 27, Issue 5, 2001, Pages 278-286

  Bendall Lyon, Dawn ^a,b   Powers, Thomas L ^b  

^a Alabama Quality Assurance Foundation   (United States)

^b UNIVERSITY OF ALABAMA AT BIRMINGHAM   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

COST BENEFIT ANALYSIS; DOCTOR PATIENT RELATION; FACTUAL DATABASE; HOSPITAL INFORMATION SYSTEM; HOSPITAL MANAGEMENT; HUMAN; MANAGEMENT; METHODOLOGY; NONBIOLOGICAL MODEL; ORGANIZATION AND MANAGEMENT; PATIENT SATISFACTION; PROGRAM DEVELOPMENT; REVIEW; STANDARD; TIME; TOTAL QUALITY MANAGEMENT; TREATMENT OUTCOME;

COST-BENEFIT ANALYSIS; DATABASES, FACTUAL; HOSPITAL ADMINISTRATION; HOSPITAL INFORMATION SYSTEMS; HOSPITAL-PATIENT RELATIONS; HUMANS; INSTITUTIONAL MANAGEMENT TEAMS; MODELS, ORGANIZATIONAL; OUTCOME AND PROCESS ASSESSMENT (HEALTH CARE); PATIENT SATISFACTION; PROGRAM DEVELOPMENT; TIME FACTORS; TOTAL QUALITY MANAGEMENT;

EID: 0035347454     PISSN: 10703241     EISSN: None     Source Type: Journal    
DOI: 10.1016/S1070-3241(01)27024-2     Document Type: Article

References (0)