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"This call may be monitored" : performance management for service quality

Adler, Seymour; Nelson, Miriam T. - In: Customer service delivery : research and best practices, (pp. 225-263). 2006

Persistent link: https://www.econbiz.de/10003336370

Healthcare performance excellence : a comparison of Baldrige Award recipients and competitors

Schulingkamp, Ronald C.; Latham, John R. - In: Quality management journal : QMJ 22 (2015) 3, pp. 6-22

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Servicequalität : Konzepte und Instrumente für eine perfekte Dienstleistung

Bruhn, Manfred - 2013 - Orig.-Ausg.

Das Buch möchte Unternehmen und Nonprofit-Organisationen anregen, sich mit der Sicherstellung von Servicequalität professionell und systematisch zu beschäftigen. M. Bruhn verweist auf seinen Titel "Qualitätsmanagement für Nonprofit-Organisationen" (ID-G 28/13), der die wissenschaftlichen...

Persistent link: https://www.econbiz.de/10009765907

The "control tower" approach to optimising complex service delivery performance

Meekings, Alan; Briault, Steve - In: Measuring business excellence : the journal of … 17 (2013) 3, pp. 15-27

Persistent link: https://www.econbiz.de/10010197592

Continuous quality improvement in a Maltese hospital using logical framework analysis

Buttigieg, Sandra C.; Gauci, Dorothy; Dey, Prasanta Kumar - In: Journal of health organization and management 30 (2016) 7, pp. 1026-1046

Persistent link: https://www.econbiz.de/10011550695

Indicators and criteria for efficiency and quality in public hospitals : a performance evaluation model

Salvatore, Fiorella Pia; Fanelli, Simone - In: Global business & economics review 25 (2021) 3/4, pp. 212-230

Persistent link: https://www.econbiz.de/10012668091

Improving service operations : linking safety culture to hospital performance

Stock, Gregory N.; McFadden, Kathleen L. - In: Journal of service management 28 (2017) 1, pp. 57-84

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Managing the Mayo Clinic brand : a case study in staff-developed service performance standards

Kennedy, Denise M. - In: The journal of brand management : an international journal 26 (2019) 5, pp. 538-549

Persistent link: https://www.econbiz.de/10012060162

High performance work systems for service quality : boundary conditions and influence processes

Hong, Ying; Jiang, Yuan; Liao, Hui; Sturman, Michael C. - In: Human resource management 56 (2017) 5, pp. 747-767

Persistent link: https://www.econbiz.de/10011762733

Assessing the relationship of the human resource, finance, and information technology functions on reported performance in hospitals using the lean management system

Shortell, Stephen M.; Rundall, Thomas G.; Blodgett, Janet C. - In: Health care management review : HCM review 46 (2021) 2, pp. 145-152

Persistent link: https://www.econbiz.de/10012520617

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