Effective ed complaint management

Nursing Management

Volumn 26, Issue 12, 1995, Pages 48B-48F

  Dagher, Michel ^a   Kelbert, Patricia ^b   Lloyd, Robert J ^c  

^a Department of Emergency Services at Memorial Medical Center ^*

^b University Medical Center   (United States)

^c NONE   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

ARTICLE; DOCTOR PATIENT RELATION; DOCUMENTATION; EMERGENCY HEALTH SERVICE; HOSPITAL ADMINISTRATOR; HUMAN; PATIENT SATISFACTION; PSYCHOLOGICAL MODEL; STANDARD;

DOCUMENTATION; EMERGENCY SERVICE, HOSPITAL; HOSPITAL ADMINISTRATORS; HOSPITAL-PATIENT RELATIONS; HUMANS; MODELS, PSYCHOLOGICAL; PATIENT SATISFACTION;

EID: 17044456792     PISSN: 07446314     EISSN: 15388670     Source Type: Journal    
DOI: 10.1097/00006247-199512000-00015     Document Type: Article

References (4)

1. Zeithaml, V., Parasuraman, A., and L. Berry, Delivering Quality Service: Balancing Customer Perceptions and Expectations, (New York: The Free Press, 1990).
2. Gilly, C., and Hansen, R.: "Consumer Complaint Handling as Strategic Marketing Tool," Journal of Marketing, Fall, 1985, pp. 5-16.
3. Leebov, W., Service Excellence: The Customer Relations Strategy for Health Care, (Chicago: American Hospital Pub. Inc., 1988), p. 99.
4. Groocock, J., The Chain of Quality: Market Dominance Through Product Superiority, (New York: Wiley and Sons, 1986), p. 99.