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Value and value chains in healthcare: a quality management perspective

Walters, David; Jones, Peter - In: The TQM Magazine 13 (2001) 5, pp. 319-335

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...

Persistent link: https://www.econbiz.de/10015033894

One experience and multiple reviews: the case of upscale US hotels

Torres, Edwin N.; Adler, Howard; Lehto, Xinran; Behnke, Carl - In: Tourism Review 68 (2013) 3, pp. 3-20

revealed moderate to strong correlations between improvement in consumer‐generated feedback and customer satisfaction; between … improvement in AAA ratings and customer satisfaction and mystery shopping scores. There were also moderate to high correlations …

Persistent link: https://www.econbiz.de/10015034321

Are there gender differences in what drives customer delight?

N. Torres, Edwin; Fu, Xiaoxiao; Lehto, Xinran - In: Tourism Review 69 (2014) 4, pp. 297-309

Purpose – This paper aims to understand how male and female hotel guests become delighted customers. It aims to present the similarities and differences along with respective implications for theory and application. Design/methodology/approach – During a period of three months, tourists were...

Persistent link: https://www.econbiz.de/10015034379

Spanish research on quality in tourism: The state of the art

Monfort Mir, Vicente M.; Camisón Zornoza, Valencia; … - In: The Tourist Review 51 (1996) 1, pp. 41-45

The insufficient attention given up to now by Spanish academic researchers to quality in tourism, does not by any means invalidate the generalised conviction that the subject has a basic influence on the competitive future of Spanish tourism. Quality has become a key dimension of the tourist...

Persistent link: https://www.econbiz.de/10015035536

SEVEN ESSENTIALS FOR MANAGING SUPERIOR CUSTOMER SERVICE

Macaulay, Steve; Cook, Sarah - In: Training for Quality 1 (1993) 2

Examines the focus on customer service while at the same time maximizing the use of resources. Suggests that through effective management of resources a balance between the cost and quality of human resources can be achieved. Maintains that customer service is the key to success for an...

Persistent link: https://www.econbiz.de/10015028300

Achieving a Competitive Advantage through Quality Training

Motwani, Jaideep G.; Frahm, Mary L.; Kathawala, Yunus - In: Training for Quality 2 (1994) 1, pp. 35-40

Quality is another name for customer satisfaction and the USA cannot afford to ignore its importance. Education and …

Persistent link: https://www.econbiz.de/10015028311

Abandoned Housing Project: Assessment On Resident Satisfaction Toward Building Quality

Sulaiman, Zamharira; Ali, Azlan Shah; Ahmad, Faizah - In: Open House International 37 (2012) 3, pp. 72-80

residents' satisfaction towards residential building quality which was abandoned. This research combined quantitative and … that abandoned housing project can lead to residents' satisfaction towards building quality. In order to rehabilitate …

Persistent link: https://www.econbiz.de/10014964798

Modelling Design Requirements of a Floor Plan

Montañana, Antoni; Llinares, Carmen; Page, Álvaro f. - In: Open House International 40 (2015) 4, pp. 88-93

Currently many real estate developers offer their products through their websites. The aim of this medium is not only to facilitate understanding of the building, but also to capture the attention of potential customers, provoking feelings and emotions that influence the purchase decision,...

Persistent link: https://www.econbiz.de/10014965067

Satisfaction, sacrifice, surprise

Pine, B. Joseph; Gilmore, James H. - In: Strategy & Leadership 28 (2000) 1, pp. 18-23

determine which products to customize, many companies gather customer satisfaction or “voice of the customer” surveys that use … should mass customize, because customer satisfaction measures market, not individual customer, satisfaction. The authors … conclude by presenting their 3‐S Model that shows the importance of driving up customer satisfaction and driving down customer …

Persistent link: https://www.econbiz.de/10015016319

Cyberbranding: leveraging your brand on the Internet

Bergstrom, Alan - In: Strategy & Leadership 28 (2000) 4, pp. 10-15

As Internet usage grows, brands are becoming even more important than they have been in other channels or environments. With more choices from many unknown providers, customers tend to choose a provider that represents a set of values or attributes that are meaningful, clear, and trusted (a...

Persistent link: https://www.econbiz.de/10015016333