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Managing Service Quality: An International Journal

Volumn 11, Issue 1, 2001, Pages 7-9

  Gummesson, Evert ^a  

^a STOCKHOLM UNIVERSITY   (Sweden)

Author keywords

Customer satisfaction; Health care; Service quality

Indexed keywords

EID: 84986014938     PISSN: 09604529     EISSN: None     Source Type: Journal    
DOI: 10.1108/09604520110366142     Document Type: Article

References (6)

1. Grönroos, C. (2000), Service Management and Marketing: A Customer Relationship Management Approach, 2nd ed., Wiley Chichester.
2. Gummesson, E. (1999), Total Relationship Marketing, Butterworth-Heinemann, Oxford.
3. Gummesson, E. (2000), “Sustainable service strategies: lessons from health care”, Proceedings from QUIS7, ISQA, International Service Quality Association, New York and Karlstad (Sweden), pp. 171-80
4. Harvard Business School (1983), Shouldice Hospital Limited, Boston, MA (case).
5. Herzlinger, R. (1997), Market-driven Health Care, Perseus Books, Reading, MA.
6. Richard Ivey School of Business (1997), Shouldice Hospital Limited, London, Ontario (case).