Quality and value are currently convergent concepts in healthcare. The importance of patients as customers has increased the focus on quality management and value delivery. The Queen Elizabeth Hospital in Rotorua is a specialist hospital for rheumatic disease and rehabilitation. It has a clear...

This paper reports on the results of a Wireless Application Protocol (WAP) usability study, which consists of a survey, an evaluation of two UK WAP portals and an experiment that was carried out between November 2001 and February 2002. A number of usability issues, which prevented the users from...

Focuses on Dancall A/S, a Danish telecommunications equipment manufacturer, which was acquired by Amstrad UK in September 1993 for £6.4 million. As an independent subsidiary of Amstrad UK, Dancall is in a position to develop its marketing strategy to a mass UK market. Suggests that heuristic...

Purpose The purpose of this paper is to test and measure the outcome of a community hospital in implementing the Affordable Care Act (ACA) through a co-management arrangement. RQ1 : do the benefits of a co-management arrangement outweigh the costs? RQ2 : does physician alignment aid in the...

Purpose – The purpose of this paper is to introduce and discuss the concepts of service convergence and service integration, illustrate them in the context of the medical tourism industry, and link them to factors that contributed to the success of a medical tourism firm....

The complexity of modern policing requires an accountable police service to operate in a diverse society, where support/trust must be earned by action and deed. The article examines the potential of market orientated strategies in facilitating policing initiatives, such as community policing and...

With public services operating as monopolies, dissatisfied users cannot exit from the relation without changing patronage. Apart from exit from the region, voicing their dissatisfaction in order to influence the service offer becomes the only alternative. Industries and companies may be...

To meet the management challenges of the 1990s, governments must fundamentally reexamine their approaches to administrative policy. In most governments, administrative policies, such as contracting, procurement, information technology, land and internal government services, are often dominated...

Explores recent changes where, like other public sector organizations, the probation service did not escape the managerial revolution. The service has become increasingly focused in its objectives on policies determined by the Home Office, policies which have tended to measure numerical data...

In the UK the Benefits Agency is seeking to process its business more efficiently, and commissioned research to investigate the number and nature of the contacts customers have with the Agency. The paper draws on this research and outlines the case for adopting a longitudinal perspective to...