González, Marvin E.; Quesada, Gioconda; Mack, Rhonda; … - In: Benchmarking: An International Journal 12 (2005) 4, pp. 310-329
Purpose – To use quality function deployment (QFD)/benchmarking for building an optimal activity‐based costing (ABC) model using baseline information from five different Spanish hospitals. Design/methodology/approach – The customer satisfaction benchmarking process in QFD is discussed...