Nottingham, Quinton; Johnson, Dana M.; Russell, Roberta - In: International Journal of Quality & Reliability Management 35 (2018) 9, pp. 2006-2034
Purpose: Pressure from competition; inflexible third-party reimbursements; greater demand from government, regulatory and certifying agencies; discerning patients; and the quest of healthcare entities for greater profitably place demands and high expectations for service quality impacting...