Purpose – One of the fastest growing service industries is long‐term care. Identifying the best performers in the industry in terms of service productivity is difficult because there is no single summary measure of outcomes, particularly quality outcomes. The purpose of the paper is to show...

Purpose – This study aims to, chronicle literature, case studies and applied research to suggest that communications and public relations play a key role in the success of the best nursing homes and long‐term care facilities. Design/methodology/approach – Research employed included a case...

Abstract The ownership and governance of for-profit (FP), nonprofit (NP), and local government (LG) organizations are different. Therefore, the objectives of these different types of organizations and their performance may differ. We conjecture that in markets where there is substantial...

Purpose – Real options theory has been used to examine how manufacturing firms make incremental investments under conditions of uncertainty. However, it has not been extensively applied to service firms. Using real options theory, the purpose of this article is to explore how service firms...

This study investigates the applicability of a modified SERVQUAL instrument as a means of measuring residents' perceptions of long‐term health‐care service quality in the USA and UK. The results confirm a stable, four‐factor structure that is similar to previously defined service quality...

Within the existing health care system, a significant percentage of Americans over the age of 65 will have need of extended health care. Yet the extended care industry has little information as to how consumers will make a choice among placement options. The results of this study describe both...

Purpose Reciprocal abuse inside care practices remain under-studied due to their invisibility and further research is required. The purpose of this paper is to explore different levels of conflicts inside organisations. Design/methodology/approach The paper is based on a self-administered...

Purpose – The purpose of this paper is to contribute to the prevention of the abuse of older people in residential and nursing homes, through the identification of “early indicators of concern”. Such indicators support practitioners in identifying services in which older people are at risk...

Purpose – The main objective of this study is to develop a strategy for implementing various quality measurement tools as part of a continuous improvement programme in institutions for the elderly in Portugal. Design/methodology/approach – The empirical data were drawn from a survey...

Purpose – This paper aims to find ways to improve the performance of social and medical establishments through a new organizational structure and the use of quality management methods. Design/methodology/approach – The research is based on an empirical study of a number of French...