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Volumn 11, Issue 8, 2000, Pages 1123-1133

Quality management and business performance in hospitals: A search for success parameters

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EID: 1542532485     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/095441200440377     Document Type: Article
Times cited : (51)

References (15)
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    • (1992) Health Services Research , vol.26 , pp. 767-786
    • Babakus, E.W.1    Mangold, G.2
  • 3
    • 78649419114 scopus 로고
    • A synthesized service quality model with managerial implications
    • BROGOWICZ, A.A., DELENE, L.M. & LYTH, D.M. (1990) A synthesized service quality model with managerial implications, Journal of Services Marketing, February, pp. 27-45.
    • (1990) Journal of Services Marketing , vol.FEBRUARY , pp. 27-45
    • Brogowicz, A.A.1    Delene, L.M.2    Lyth, D.M.3
  • 4
    • 0012039049 scopus 로고
    • Implementing a successful quality improvement programme in a service company: Winning the Deming Prize
    • DESSLER, G. & FARROW, D.L. (1990) Implementing a successful quality improvement programme in a service company: winning the Deming Prize, International Journal of Service Industry Management, 1, pp. 45-53.
    • (1990) International Journal of Service Industry Management , vol.1 , pp. 45-53
    • Dessler, G.1    Farrow, D.L.2
  • 6
    • 84869571048 scopus 로고
    • A service quality model and its marketing implications
    • GRÖNROOS, C. (1984) A service quality model and its marketing implications, European Journal of Marketing, 18, pp. 36-44.
    • (1984) European Journal of Marketing , vol.18 , pp. 36-44
    • Grönroos, C.1
  • 8
    • 0442313291 scopus 로고
    • ISO 9000: The new strategic consideration
    • HAYES, H.M. (1994) ISO 9000: the new strategic consideration, Business Horizons, 37, pp. 52-60.
    • (1994) Business Horizons , vol.37 , pp. 52-60
    • Hayes, H.M.1
  • 12
    • 0001312089 scopus 로고
    • SERQUAL: A multiple-item scale for measuring customer perceptions of service quality
    • PARASURAMAN, A., ZEITHAML, V.A. & BERRY, L.L. (1988) SERQUAL: a multiple-item scale for measuring customer perceptions of service quality, Journal of Retailing, 64, pp. 12-40.
    • (1988) Journal of Retailing , vol.64 , pp. 12-40
    • Parasuraman, A.1    Zeithaml, V.A.2    Berry, L.L.3
  • 13
    • 0027287473 scopus 로고
    • Customer satisfaction and perceived quality of outpatient health services
    • PEYROT, M., COOPER, P.D. & SCHNAPF, D. (1993) Customer satisfaction and perceived quality of outpatient health services, Journal of Health Care Marketing, Winter, pp. 24-33.
    • (1993) Journal of Health Care Marketing , vol.WINTER , pp. 24-33
    • Peyrot, M.1    Cooper, P.D.2    Schnapf, D.3


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.