메뉴 건너뛰기




Volumn 17, Issue 3, 2004, Pages 146-159

Hospital service quality: A managerial challenge

Author keywords

Customer services quality; Hospitals; Malaysia; National cultures; Perception; User satisfaction

Indexed keywords

ARTICLE; CONSUMER; HEALTH CARE QUALITY; HOSPITAL; HUMAN; INFORMATION PROCESSING; MALAYSIA; STANDARD;

EID: 4344600684     PISSN: 09526862     EISSN: None     Source Type: Journal    
DOI: 10.1108/09526860410532784     Document Type: Article
Times cited : (89)

References (87)
  • 2
    • 0032254035 scopus 로고    scopus 로고
    • Determinants of customer satisfaction with hospitals: A managerial model
    • Andaleeb, S.S. (1998), "Determinants of customer satisfaction with hospitals: a managerial model", International Journal of Health Care Quality Assurance, Vol. 11 No. 6, pp. 181-7.
    • (1998) International Journal of Health Care Quality Assurance , vol.11 , Issue.6 , pp. 181-187
    • Andaleeb, S.S.1
  • 3
    • 84986173907 scopus 로고    scopus 로고
    • Auditing hospital queuing
    • Barlow, G.L. (2002), "Auditing hospital queuing", Managerial Auditing Journal, Vol. 17 No. 7, pp. 397-403.
    • (2002) Managerial Auditing Journal , vol.17 , Issue.7 , pp. 397-403
    • Barlow, G.L.1
  • 4
    • 3242731526 scopus 로고    scopus 로고
    • The impact of gender differences on change in satisfaction over time
    • Bendall-Lyon, D. and Powers, T.L. (2002), "The impact of gender differences on change in satisfaction over time", Journal of Consumer Marketing, Vol. 19 No. 1, pp. 12-23.
    • (2002) Journal of Consumer Marketing , vol.19 , Issue.1 , pp. 12-23
    • Bendall-Lyon, D.1    Powers, T.L.2
  • 5
    • 0002866667 scopus 로고
    • Evaluating service encounters: The effects of physical surroundings and employee responses
    • Bitner, M.J. (1990), "Evaluating service encounters: the effects of physical surroundings and employee responses", Journal of Marketing, Vol. 54, pp. 69-82.
    • (1990) Journal of Marketing , vol.54 , pp. 69-82
    • Bitner, M.J.1
  • 6
    • 77950412985 scopus 로고    scopus 로고
    • Effect of hospital size on patient satisfaction
    • Gallup Poll Tuesday Briefing, January 7
    • Blizzard, R. (2003), "Effect of hospital size on patient satisfaction", Gallup Healthcare, Gallup Poll Tuesday Briefing, January 7.
    • (2003) Gallup Healthcare
    • Blizzard, R.1
  • 7
    • 70449632991 scopus 로고    scopus 로고
    • The customer may be always right - But who is the customer?
    • Boyd, F.J. (1997), "The customer may be always right - but who is the customer?", Records Management Quarterly, Vol. 31 No. 2, pp. 38-42.
    • (1997) Records Management Quarterly , vol.31 , Issue.2 , pp. 38-42
    • Boyd, F.J.1
  • 9
    • 0034571331 scopus 로고    scopus 로고
    • Patient perceptions of service quality: Combining the dimensions
    • Carman, J. (2000), "Patient perceptions of service quality: combining the dimensions", Journal of Management in Medicine, Vol. 14 No. 5/6, pp. 339-56.
    • (2000) Journal of Management in Medicine , vol.14 , Issue.5-6 , pp. 339-356
    • Carman, J.1
  • 10
    • 0034776214 scopus 로고    scopus 로고
    • Traveling through the cancer trajectory: Social support perceived by women with gynecological cancer in Hong Kong
    • Chan, C.W.H., Molassiotis, A., Yam, B.M.C., Chan, S.J. and Lam, C.S.W. (2001), "Traveling through the cancer trajectory: social support perceived by women with gynecological cancer in Hong Kong", Cancer Nursing, Vol. 24 No. 5, pp. 387-94.
    • (2001) Cancer Nursing , vol.24 , Issue.5 , pp. 387-394
    • Chan, C.W.H.1    Molassiotis, A.2    Yam, B.M.C.3    Chan, S.J.4    Lam, C.S.W.5
  • 11
    • 0036218372 scopus 로고    scopus 로고
    • Wellbeing after stroke in Canadian seniors: Findings for the Canadian study of health and aging
    • Clarke, P., Marshall, V., Black, S.E. and Colantonio, A. (2002), "Wellbeing after stroke in Canadian seniors: findings for the Canadian study of health and aging", Stroke, Vol. 33 No. 4, pp. 1016-21.
    • (2002) Stroke , vol.33 , Issue.4 , pp. 1016-1021
    • Clarke, P.1    Marshall, V.2    Black, S.E.3    Colantonio, A.4
  • 12
    • 84986166692 scopus 로고    scopus 로고
    • Process management in a hospital and health-care context
    • Coulson-Thomas, C.J. (1997), "Process management in a hospital and health-care context", Business Process Management Journal, Vol. 3 No. 2, pp. 118-32.
    • (1997) Business Process Management Journal , vol.3 , Issue.2 , pp. 118-132
    • Coulson-Thomas, C.J.1
  • 15
    • 0032341750 scopus 로고    scopus 로고
    • On the relationship between perceived service quality, service loyalty and switching costs
    • De Ruyter, K., Wetzels, M. and Bloemer, J. (1998), "On the relationship between perceived service quality, service loyalty and switching costs", International Journal of Service Industry Management, Vol. 9 No. 5, pp. 436-53.
    • (1998) International Journal of Service Industry Management , vol.9 , Issue.5 , pp. 436-453
    • De Ruyter, K.1    Wetzels, M.2    Bloemer, J.3
  • 17
    • 0034654165 scopus 로고    scopus 로고
    • Editorial: Quality and its dimensions
    • Deyo, R.A. (2000), "Editorial: quality and its dimensions", Spine, Vol. 25 No. 6, p. 661.
    • (2000) Spine , vol.25 , Issue.6 , pp. 661
    • Deyo, R.A.1
  • 19
    • 0000723634 scopus 로고
    • Effects of price, brand, and store information on buyers' product evaluations
    • August
    • Dodds, W.B., Monroe, K.B. and Grewal, D. (1991), "Effects of price, brand, and store information on buyers' product evaluations", Journal of Marketing Research, Vol. 28, August, pp. 307-19.
    • (1991) Journal of Marketing Research , vol.28 , pp. 307-319
    • Dodds, W.B.1    Monroe, K.B.2    Grewal, D.3
  • 22
    • 84986172655 scopus 로고    scopus 로고
    • Factors to consider in the implementation of quality within Irish health care
    • Ennis, K. and Harrington, D. (1999), "Factors to consider in the implementation of quality within Irish health care", Managing Service Quality, Vol. 9 No. 5, pp. 320-6.
    • (1999) Managing Service Quality , vol.9 , Issue.5 , pp. 320-326
    • Ennis, K.1    Harrington, D.2
  • 23
    • 0034605762 scopus 로고    scopus 로고
    • Online patient-helpers and physicians working together: A new partnership for high quality health care
    • Ferguson, T. (2000), "Online patient-helpers and physicians working together: a new partnership for high quality health care", British Medical Journal, Vol. 321 No. 7269, pp. 1129-32.
    • (2000) British Medical Journal , vol.321 , Issue.7269 , pp. 1129-1132
    • Ferguson, T.1
  • 25
    • 84948475355 scopus 로고
    • Customer expectations and perceptions of service quality in retail apparel specialty stores
    • Gagliano, K.B. and Hathcote, J. (1994), "Customer expectations and perceptions of service quality in retail apparel specialty stores", Journal of Services Marketing, Vol. 8 No. 1, pp. 60-9.
    • (1994) Journal of Services Marketing , vol.8 , Issue.1 , pp. 60-69
    • Gagliano, K.B.1    Hathcote, J.2
  • 26
    • 0001806636 scopus 로고
    • Thick description: Toward an interpretive theory of culture
    • Geertz, C. (Ed.), Basic Books, New York, NY
    • Geertz, C. (1973), "Thick description: toward an interpretive theory of culture", in Geertz, C. (Ed.), The Interpretation of Culture, Basic Books, New York, NY.
    • (1973) The Interpretation of Culture
    • Geertz, C.1
  • 27
    • 77950380377 scopus 로고    scopus 로고
    • Malaysia's telemedicine blueprint: Leading health care into information age
    • Government of Malaysia Multimedia Super Corridor, Kuala Lumpur
    • Government of Malaysia (1997), "Malaysia's telemedicine blueprint: leading health care into information age", Telemedicine flagship application, Multimedia Super Corridor, Kuala Lumpur.
    • (1997) Telemedicine flagship application
  • 29
    • 84869571048 scopus 로고
    • Service quality model and its marketing implications
    • Grönroos, C.A. (1984), "Service quality model and its marketing implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44.
    • (1984) European Journal of Marketing , vol.18 , Issue.4 , pp. 36-44
    • Grönroos, C.A.1
  • 30
    • 0031604371 scopus 로고    scopus 로고
    • Quality of care and patient satisfaction in budget-holding clinics
    • Gross, R. and Nirel, N. (1998), "Quality of care and patient satisfaction in budget-holding clinics", International Journal of Health Care Quality Assurance, Vol. 11 No. 3, pp. 77-89.
    • (1998) International Journal of Health Care Quality Assurance , vol.11 , Issue.3 , pp. 77-89
    • Gross, R.1    Nirel, N.2
  • 34
    • 85076303118 scopus 로고
    • The cultural relativity of organizational practices and theories
    • Fall
    • Hofstede, G. (1983), "The cultural relativity of organizational practices and theories", Journal of International Business Studies, Fall, pp. 75-89.
    • (1983) Journal of International Business Studies , pp. 75-89
    • Hofstede, G.1
  • 35
    • 3543095022 scopus 로고
    • The determinants of service quality: Satisfiers and dissatisfiers
    • Johnston, R. (1995), "The determinants of service quality: satisfiers and dissatisfiers", International Journal of Service Industry Management, Vol. 6 No. 5, pp. 53-71.
    • (1995) International Journal of Service Industry Management , vol.6 , Issue.5 , pp. 53-71
    • Johnston, R.1
  • 36
    • 0003766994 scopus 로고
    • Juran, J.M. (Ed.) Prentice-Hall, Englewood Cliffs, NJ
    • Juran, J.M. (Ed.) (1988), Quality Control Handbook, Prentice-Hall, Englewood Cliffs, NJ.
    • (1988) Quality Control Handbook
  • 37
    • 0010274034 scopus 로고    scopus 로고
    • SERVQUAL: A tool for measuring patients' opinion of hospital service quality in Hong Kong
    • Lam, S.S.K. (1997), "SERVQUAL: a tool for measuring patients' opinion of hospital service quality in Hong Kong", Total Quality Management, Vol. 8 No. 4, pp. 145-52.
    • (1997) Total Quality Management , vol.8 , Issue.4 , pp. 145-152
    • Lam, S.S.K.1
  • 38
    • 0033632188 scopus 로고    scopus 로고
    • The Internet: An under-utilized tool in patient education
    • Leaffer, T. and Gonda, B. (2000), "The Internet: an under-utilized tool in patient education", Computers in Nursing, Vol. 18 No. 1, pp. 47-52.
    • (2000) Computers in Nursing , vol.18 , Issue.1 , pp. 47-52
    • Leaffer, T.1    Gonda, B.2
  • 40
    • 77950448009 scopus 로고    scopus 로고
    • Measures of quality in long-term care facilities
    • Leonard, K.J., Wilson, D. and Malott, O. (2001), "Measures of quality in long-term care facilities", Leadership in Health Services, Vol. 14 No. 2, pp. 1-8.
    • (2001) Leadership in Health Services , vol.14 , Issue.2 , pp. 1-8
    • Leonard, K.J.1    Wilson, D.2    Malott, O.3
  • 41
    • 0034577761 scopus 로고    scopus 로고
    • A study of patients' expectations and satisfaction in Singapore hospitals
    • Lim, P.C. and Tang, N.K.H. (2000), "A study of patients' expectations and satisfaction in Singapore hospitals", International Journal of Health Care Quality Assurance, Vol. 13 No. 7, pp. 290-9.
    • (2000) International Journal of Health Care Quality Assurance , vol.13 , Issue.7 , pp. 290-299
    • Lim, P.C.1    Tang, N.K.H.2
  • 42
    • 0023938685 scopus 로고
    • Outcome measurement: Concepts and questions
    • Lohr, K.N. (1988), "Outcome measurement: concepts and questions", Inquiry, Vol. 25, pp. 37-50.
    • (1988) Inquiry , vol.25 , pp. 37-50
    • Lohr, K.N.1
  • 43
    • 0030592251 scopus 로고    scopus 로고
    • A study to determine patient satisfaction with nursing care
    • McColl, E., Thomas, L. and Bond, S. (1996), "A study to determine patient satisfaction with nursing care", Nursing Standard, Vol. 10 No. 52, pp. 34-8.
    • (1996) Nursing Standard , vol.10 , Issue.52 , pp. 34-38
    • McColl, E.1    Thomas, L.2    Bond, S.3
  • 44
    • 84986082086 scopus 로고    scopus 로고
    • Customer satisfaction with services: Putting perceived value into the equation
    • McDougall, G.H.G. and Levesque, T. (2000), "Customer satisfaction with services: putting perceived value into the equation", Journal of Services Marketing, Vol. 14 No. 5, pp. 392-410.
    • (2000) Journal of Services Marketing , vol.14 , Issue.5 , pp. 392-410
    • McDougall, G.H.G.1    Levesque, T.2
  • 45
    • 77950386158 scopus 로고    scopus 로고
    • Malaysian Medical Association accessed 9 June 2003
    • Malaysian Medical Association (2002), Vol. 9, available at: www.mma.org.my (accessed 9 June 2003).
    • (2002) , vol.9
  • 46
    • 77950414120 scopus 로고
    • Prospectus in NHS management: Quality assessments in health
    • Maxwell, R.J. (1984), "Prospectus in NHS management: quality assessments in health", British Medical Journal, Vol. 288, pp. 148-72.
    • (1984) British Medical Journal , vol.288 , pp. 148-172
    • Maxwell, R.J.1
  • 48
    • 0033960116 scopus 로고    scopus 로고
    • Psychosocial treatment approaches for schizophrenia
    • Mueser, K.T. and Bond, G.R. (2000), "Psychosocial treatment approaches for schizophrenia", Current Opinion in Psychiatry, Vol. 13 No. 1, pp. 27-35.
    • (2000) Current Opinion in Psychiatry , vol.13 , Issue.1 , pp. 27-35
    • Mueser, K.T.1    Bond, G.R.2
  • 49
    • 0035238279 scopus 로고    scopus 로고
    • Managing waiting patients' perceptions: the role of process control
    • Naumann, S. and Miles, J.A. (2001), "Managing waiting patients' perceptions: the role of process control", Journal of Management in Medicine, Vol. 15 No. 5, pp. 376-86.
    • (2001) Journal of Management in Medicine , vol.15 , Issue.5 , pp. 376-386
    • Naumann, S.1    Miles, J.A.2
  • 50
    • 34848892172 scopus 로고    scopus 로고
    • Improving the quality of life through education: A pilot program of symptom management classes for oncology patients
    • Nemetz, S. and Giarelli, E. (2002), "Improving the quality of life through education: a pilot program of symptom management classes for oncology patients", American Journal of Nursing, Vol. 102, pp. 40-2.
    • (2002) American Journal of Nursing , vol.102 , pp. 40-42
    • Nemetz, S.1    Giarelli, E.2
  • 51
    • 84986136029 scopus 로고    scopus 로고
    • Interrogating SERVQUAL: A critical assessment of service quality measurement in a high street retail bank
    • Newman, K. (2001), "Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank", The International Journal of Bank Marketing, Vol. 19 No. 3, pp. 126-39.
    • (2001) The International Journal of Bank Marketing , vol.19 , Issue.3 , pp. 126-139
    • Newman, K.1
  • 55
    • 0442325777 scopus 로고    scopus 로고
    • Customer service in business-to-business markets: An agenda for research
    • Parasuraman, A. (1998), "Customer service in business-to-business markets: an agenda for research", Journal of Business & Industrial Marketing, Vol. 13 No. 4/5, pp. 309-21.
    • (1998) Journal of Business & Industrial Marketing , vol.13 , Issue.4-5 , pp. 309-321
    • Parasuraman, A.1
  • 56
    • 0002408510 scopus 로고
    • A conceptual model of service quality and its implications for future research
    • Parasuraman, A., Zeithaml, V. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, pp. 41-50.
    • (1985) Journal of Marketing , vol.49 , pp. 41-50
    • Parasuraman, A.1    Zeithaml, V.2    Berry, L.L.3
  • 57
    • 0001312089 scopus 로고
    • SERVQUAL: A multiple item scale for measuring customer perceptions of service quality
    • Parasuraman, A., Zeithaml, V. and Berry, L.L. (1988), "SERVQUAL: a multiple item scale for measuring customer perceptions of service quality", Journal of Retailing, Vol. 64 No. 1, pp. 12-37.
    • (1988) Journal of Retailing , vol.64 , Issue.1 , pp. 12-37
    • Parasuraman, A.1    Zeithaml, V.2    Berry, L.L.3
  • 58
    • 0036370157 scopus 로고    scopus 로고
    • Patient compliance and satisfaction with nursing care during delivery and recovery
    • Perla, L. (2002), "Patient compliance and satisfaction with nursing care during delivery and recovery", Journal of Nursing Care Quality, Vol. 16 No. 2, pp. 60-6.
    • (2002) Journal of Nursing Care Quality , vol.16 , Issue.2 , pp. 60-66
    • Perla, L.1
  • 59
    • 0004169481 scopus 로고
    • Lessons from America's Best Run Companies, Warner Books, New York, NY
    • Peters, T. and Waterman, R.H. (1982), In Search of Excellence, Lessons from America's Best Run Companies, Warner Books, New York, NY.
    • (1982) Search of Excellence
    • Peters, T.1    Waterman, R.H.2
  • 60
    • 0028249958 scopus 로고
    • Continuous quality improvement in an acute hospital: A report of an action research project in three hospital departments
    • Potter, C., Morgan, P. and Thompson, A. (1994), "Continuous quality improvement in an acute hospital: a report of an action research project in three hospital departments", International Journal of Health Care Quality Assurance, Vol. 7 No. 1, pp. 4-29.
    • (1994) International Journal of Health Care Quality Assurance , vol.7 , Issue.1 , pp. 4-29
    • Potter, C.1    Morgan, P.2    Thompson, A.3
  • 61
    • 85133004179 scopus 로고    scopus 로고
    • The value concept and relationship marketing
    • Ravald, A. and Grönroos, C. (1996), "The value concept and relationship marketing", European Journal of Marketing, Vol. 30 No. 2, pp. 19-30.
    • (1996) European Journal of Marketing , vol.30 , Issue.2 , pp. 19-30
    • Ravald, A.1    Grönroos, C.2
  • 62
    • 0025652050 scopus 로고
    • Exploring perceptions of hospital operations by a modified SERVQUAL approach
    • Reidenbach, R.E. and Sandifer-Smallwood, B. (1990), "Exploring perceptions of hospital operations by a modified SERVQUAL approach", Journal of Health Care Marketing, Vol. 10 No. 4, pp. 47-55.
    • (1990) Journal of Health Care Marketing , vol.10 , Issue.4 , pp. 47-55
    • Reidenbach, R.E.1    Sandifer-Smallwood, B.2
  • 63
    • 0004212053 scopus 로고    scopus 로고
    • Sage Publications, Thousand Oaks, CA
    • Sapsford, R. (1999), Survey Research, Sage Publications, Thousand Oaks, CA.
    • (1999) Survey Research
    • Sapsford, R.1
  • 66
    • 0030625935 scopus 로고    scopus 로고
    • Continuous quality improvement in acute health care: Creating a holistic and integrated approach
    • Sewell, N. (1997), "Continuous quality improvement in acute health care: creating a holistic and integrated approach", International Journal of Health Care Quality Assurance, Vol. 10 No. 1, pp. 20-6.
    • (1997) International Journal of Health Care Quality Assurance , vol.10 , Issue.1 , pp. 20-26
    • Sewell, N.1
  • 67
    • 0036074062 scopus 로고    scopus 로고
    • Access to quality health services: Determinants of access
    • Sinay, T. (2002), "Access to quality health services: determinants of access", Journal of Health Care Finance, Vol. 28 No. 4, pp. 58-68.
    • (2002) Journal of Health Care Finance , vol.28 , Issue.4 , pp. 58-68
    • Sinay, T.1
  • 68
    • 0001789372 scopus 로고
    • Packaging the service provider
    • Solomon, M.R. (1985), "Packaging the service provider", Services Industries Journal, Vol. 5 No. 1, pp. 64-71.
    • (1985) Services Industries Journal , vol.5 , Issue.1 , pp. 64-71
    • Solomon, M.R.1
  • 69
    • 0027121158 scopus 로고
    • Happy now?
    • Solomon, M. (1992), "Happy now?", The Health Service Journal, Vol. 102 No. 5324, pp. 24-6.
    • (1992) The Health Service Journal , vol.102 , Issue.5324 , pp. 24-26
    • Solomon, M.1
  • 70
    • 0000226191 scopus 로고    scopus 로고
    • Social support and social cohesion
    • Oxford University Press, Oxford
    • Standsfeld, S.A. (1999), "Social support and social cohesion", in Marmot, M. and Wilkinson, R.G. (Eds), Social Determinants of Health, Oxford University Press, Oxford, pp. 155-78.
    • (1999) Marmot, M. and Wilkinson, R.G. (Eds) , pp. 155-178
    • Standsfeld, S.A.1
  • 71
    • 77950412105 scopus 로고    scopus 로고
    • M'sia aims to become health hub
    • (The) Star 6 November
    • (The) Star (2002), "M'sia aims to become health hub", The Star, 6 November.
    • (2002) The Star
  • 73
    • 84986145268 scopus 로고    scopus 로고
    • The relationship between service quality and customer satisfaction - A factor-specific approach
    • Sureshchandar, G.S., Rajendran, C. and Anantharaman, R.N. (2002), "The relationship between service quality and customer satisfaction - a factor-specific approach", Journal of Services Marketing, Vol. 16 No. 4, pp. 363-79.
    • (2002) Journal of Services Marketing , vol.16 , Issue.4 , pp. 363-379
    • Sureshchandar, G.S.1    Rajendran, C.2    Anantharaman, R.N.3
  • 74
    • 0002677348 scopus 로고
    • Product performance and customer satisfaction: A new concept
    • April
    • Swan, J.E. and Combs, L.J. (1976), "Product performance and customer satisfaction: a new concept", Journal of Marketing, April, p. 26.
    • (1976) Journal of Marketing , pp. 26
    • Swan, J.E.1    Combs, L.J.2
  • 75
    • 12144266402 scopus 로고
    • Expectations as a comparison standard in measuring service quality: An assessment of a reassessment
    • Teas, R.K. (1994), "Expectations as a comparison standard in measuring service quality: an assessment of a reassessment", Journal of Marketing, Vol. 58, pp. 132-9.
    • (1994) Journal of Marketing , vol.58 , pp. 132-139
    • Teas, R.K.1
  • 76
    • 0035239939 scopus 로고    scopus 로고
    • Educational care path for the endoscopic patient
    • Terry, L. (2001), "Educational care path for the endoscopic patient", Gastroenterology Nursing, Vol. 24 No. 1, pp. 34-7.
    • (2001) Gastroenterology Nursing , vol.24 , Issue.1 , pp. 34-37
    • Terry, L.1
  • 77
    • 0029188544 scopus 로고
    • Service quality in hospital care: the development of in-patient questionnaire
    • Tomes, A.E. and Ng, S.C.P. (1995), "Service quality in hospital care: the development of in-patient questionnaire", International of Health Care Quality Assurance, Vol. 8 No. 3, pp. 25-33.
    • (1995) International of Health Care Quality Assurance , vol.8 , Issue.3 , pp. 25-33
    • Tomes, A.E.1    Ng, S.C.P.2
  • 78
    • 84986159895 scopus 로고    scopus 로고
    • Incorporating patients' assessments of satisfaction and quality: An integrative model of patients' evaluations of their care
    • Tucker, J.L. and Adams, S.R. (2001), "Incorporating patients' assessments of satisfaction and quality: an integrative model of patients' evaluations of their care", Managing Service Quality, Vol. 11 No. 4, pp. 272-87.
    • (2001) Managing Service Quality , vol.11 , Issue.4 , pp. 272-287
    • Tucker, J.L.1    Adams, S.R.2
  • 80
    • 0036673376 scopus 로고    scopus 로고
    • Coping, social support, and attachment style as psychosocial correlates of adjustment in men and women with HIV/AIDS
    • Turner-Cobb, J.M., Gore-Felton, C., Marouf, F., Koopman, C., Kim, P., Israelski, D. and Spiegel, D. (2002), "Coping, social support, and attachment style as psychosocial correlates of adjustment in men and women with HIV/AIDS", Journal of Behavioral Medicine, Vol. 25 No. 4, pp. 337-53.
    • (2002) Journal of Behavioral Medicine , vol.25 , Issue.4 , pp. 337-353
    • Turner-Cobb, J.M.1    Gore-Felton, C.2    Marouf, F.3    Koopman, C.4    Kim, P.5    Israelski, D.6    Spiegel, D.7
  • 81
    • 0036546773 scopus 로고    scopus 로고
    • Patient education on the Internet: Opportunities and pitfalls
    • Ullrich, P.F. and Vaccaro, A.R. (2002), "Patient education on the Internet: opportunities and pitfalls", Spine, Vol. 27 No. 7, pp. E185-8.
    • (2002) Spine , vol.27 , Issue.7
    • Ullrich, P.F.1    Vaccaro, A.R.2
  • 82
    • 0036634999 scopus 로고    scopus 로고
    • Patient satisfaction measurement: Current issues and implications
    • Urden, L.D. (2002), "Patient satisfaction measurement: current issues and implications", Outcome Management, Vol. 6 No. 3, pp. 125-31.
    • (2002) Outcome Management , vol.6 , Issue.3 , pp. 125-131
    • Urden, L.D.1
  • 84
    • 0034773910 scopus 로고    scopus 로고
    • Value and value chains in health-care: A quality management perspective
    • Walters, D. and Jones, P. (2001), "Value and value chains in health-care: a quality management perspective", The TQM Magazine, Vol. 13 No. 5, pp. 319-35.
    • (2001) The TQM Magazine , vol.13 , Issue.5 , pp. 319-335
    • Walters, D.1    Jones, P.2
  • 85
    • 84986166671 scopus 로고    scopus 로고
    • Energising the organization: A new agenda for business excellence
    • Wang, C.L. and Ahmed, P.K. (2001), "Energising the organization: a new agenda for business excellence", Measuring Business Excellence, Vol. 5 No. 4, pp. 22-7.
    • (2001) Measuring Business Excellence , vol.5 , Issue.4 , pp. 22-27
    • Wang, C.L.1    Ahmed, P.K.2
  • 86
    • 84913765011 scopus 로고
    • Primary health care
    • World Health Organization Alma-Ata, USSR, 6-12 September, World Health Organization, Geneva
    • World Health Organization (1978), "Primary health care", report of the International Conference on Primary Health Care, Alma-Ata, USSR, 6-12 September, World Health Organization, Geneva.
    • (1978) Report of the International Conference on Primary Health Care


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.