An approach to maximize hospital service quality under budget constraints

Total Quality Management and Business Excellence

Volumn 17, Issue 6, 2006, Pages 757-774

  Chang, Wei Kuo ^a   Wei, Chiu Chi ^a   Huang, Nen Ting ^a  

^a CHUNG HUA UNIVERSITY   (Taiwan)

Author keywords

Hospital service quality; Keno model; Mathematical method

Indexed keywords

EID: 33746794196     PISSN: 14783363     EISSN: 14783371     Source Type: Journal    
DOI: 10.1080/14783360600725040     Document Type: Article

References (28)

1. Berry, L. L. (1995) Relationship marketing of service-growing interest, emerging perspectives, Journal of the Academy of Marketing Science, 23(4), pp. 236-245.
2. Booms, B. H. & Bitner, M. J. (1981) Marketing strategies and organization structure for service firms, Marketing of Sciences, American Marketing Association.
3. Boulding, W. et al. (1993) A dynamic process model of service quality: from expectation to behavioral intentions, Journal of Marketing Research, 30, pp. 7-271.
4. Brown, T. J. et al. (1993) Research note: improving the measurement of service quality, Journal of Retailing, 69(1), pp. 127-139.
5. Carvin, D. A. (1984) What does product really mean?, Sloan Management Review, 26(1), pp. 25-43.
6. Cheng, P. J. (1998) Integrating Kano's model of customer satisfaction into health care management and analyzing the attributions of health care quality, Master Thesis, Yuan Ze University.
7. Collier, D. A. (1991) A service quality process map for credit card processing, Decision Sciences, 22(2), pp. 406-420.
8. Cronin, J. J & Taylor, S. A. (1994) SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, 58(1), pp. 125-131.
9. Donabedian, A. (1998) The quality of care. How can it be assessed?, Journal of American Marketing Association, 14(3), pp. 23-30.
10. Fisher, A. W. (1971) Patient's evaluation of outpatient medical care, Journal of Medical Education, 46, pp. 238-244.
11. Georgette, M. et al. (1997) Managing perceptions of hospital quality, Marking Health Service, 17(1), pp. 28-35.
12. Herzberg, F. (1987) One more time: how do you motivate employees?, Harvard Business Review, 65(5), pp. 109-120.
13. James, L. & Schuler, D. (1990) Consumer evaluation of the quality of hospital services from an economics of information perspective, Journal of Health Care Marking, 10(2), pp. 16-22.
14. Kano, N. (1984) Attractive quality and must-be quality, The Journal of the Japanese Society for Quality Control, 14(2), pp. 39-48.
15. Kuo, Y. C. (2000) A study on using Kano's model to explore the quality of hospital service and hospitalized patients' satisfaction, Master Thesis, Yuan Ze University.
16. McAlexander, J. H. et al. (1994) Service quality measurement, Journal of Health Care Marketing, 14(3), pp. 34-40.
17. Minjoon, J. et al. (1998) The identification and measurement of quality dimensions in health care: focus group interview results, Health Care Management Review, 23(4), pp. 81-94.
18. Muller, W. (1991) Gaining competitive advantage through customer satisfaction, European Management Journal, 19(2), pp. 201-221.
19. Oswald, S. L. et al. (1998) Quality determinants and hospital satisfaction, Marketing Health Services, 18(1), pp. 18-22.
20. Parasuraman, A. et al. (1988) SERVQUAL: a multi-item scale for measuring consumer perception of service quality, Journal of Retailing, 64(1), pp. 12-40.
21. Regan, W. J. (1963) The service revolution, Journal of Marketing, 27, pp. 32-36.
22. Sasser, W. E. et al. (1978) Management of Service Operation-Text, Cases, and Readings (Boston: Allyn and Bacon).
23. Schvaneveldt, S. J. et al. (1991) Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality, Total Quality Management, 12, pp. 149-161.
24. Teas, R. K. (1994) Expectations as a comparison standard in measuring service quality; an assessment of reassessment, Journal of Marketing, 57(1), pp. 132-139.
25. Tenner, A. R. & DeToro, I. J. (1992) Total quality management: three steps to continuous improvement, The Journal of the Operational Research Society, 44, pp. 91.
26. Tonmes, A. E. & Ng, S. C. P. (1995) Service quality in hospital care: the development of in-patient questionnaire, International Journal of Health Care Quality Assurance, 8(3), pp. 25-33.
27. Webster, C. & Hung, L. C. (1998) Measuring service quality and promoting decentralizing, Total Quality Management, 6(5), pp. 50-55.
28. Weiner, B. (1985) Spontaneous' causal thinking, Psychological Bulletin, 97(1), pp. 74-84.