Benchmarking in services

Benchmarking: An International Journal

Volumn 13, Issue 3, 2006, Pages

  Motwani, Jaideep G ^a   Sower, Victor E ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 48249092167     PISSN: 14635771     EISSN: None     Source Type: Journal    
DOI: 10.1108/bij.2006.13113caa.001     Document Type: Article

References (5)

1. Bemowski, K. (1992), “The quality glossary”, Quality Progress, Vol. XXV No. 2, pp. 18–29
2. Carman, J. (1990), “Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions”, Journal of Retailing, Vol. 66 No. 1, pp. 33–5
3. Ford, R., Bach, S. and Fottler, M. (1997), “Methods of measuring patient satisfaction in health care organizations”, Health Care Management Review, Vol. 22 No. 2, pp. 74–89
4. Parasuraman, A., Zeithaml, V. and Berry, L. (1985), Services Marketing: Principles and Practice, Prentice-Hall, Upper Saddle River, NJ
5. Sower, V., Duffy, J., Kilbourne, W., Kohers, G. and Jones, P. (2001), “The dimensions of service quality for hospitals: development and use of the KQCAH scale”, Health Care Management Review, Vol. 26 No. 2, pp. 47–59