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3. A systemic health care quality service program. Kalafat J; Siman ML; Walsh L Hosp Health Serv Adm; 1991; 36(4):571-88. PubMed ID: 10114496 [TBL] [Abstract][Full Text] [Related]
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5. Creating a successful relationship with customers. Cotton L; Sparrow E Radiol Manage; 1998; 20(3):40-5. PubMed ID: 10180225 [TBL] [Abstract][Full Text] [Related]
6. Nature and determinants of customer expectations of service recovery in health care. Dasu S; Rao J Qual Manag Health Care; 1999; 7(4):32-50. PubMed ID: 10557397 [TBL] [Abstract][Full Text] [Related]
7. Gaining customer knowledge: obtaining and using customer judgments for hospitalwide quality improvement. Nelson EC; Caldwell C; Quinn D; Rose R Top Health Rec Manage; 1991 Mar; 11(3):13-26. PubMed ID: 10110010 [TBL] [Abstract][Full Text] [Related]
8. I CARE: an organization-wide customer service education program. McInnes KG J Nurses Staff Dev; 2003; 19(4):195-202. PubMed ID: 12897541 [TBL] [Abstract][Full Text] [Related]
9. Emergency department patient satisfaction: customer service training improves patient satisfaction and ratings of physician and nurse skill. Mayer TA; Cates RJ; Mastorovich MJ; Royalty DL J Healthc Manag; 1998; 43(5):427-40; discussion 441-2. PubMed ID: 10182931 [TBL] [Abstract][Full Text] [Related]
10. Integrating patient satisfaction with a quality improvement program. Davis SL; Adams-Greenly M J Nurs Adm; 1994 Dec; 24(12):28-31. PubMed ID: 7996221 [TBL] [Abstract][Full Text] [Related]
11. Blazing the trail to a service-driven culture. Pollison R Clin Leadersh Manag Rev; 2002; 16(5):277-80. PubMed ID: 12298434 [TBL] [Abstract][Full Text] [Related]
13. Le Bistro serves up cultural change. Leggitt MS; Potrepka VN; Kukolja TJ Nurs Adm Q; 2003; 27(4):318-23. PubMed ID: 14649023 [TBL] [Abstract][Full Text] [Related]
14. Gearing service quality into public and private hospitals in small islands: empirical evidence from Cyprus. Arasli H; Ekiz EH; Katircioglu ST Int J Health Care Qual Assur; 2008; 21(1):8-23. PubMed ID: 18437935 [TBL] [Abstract][Full Text] [Related]
15. Statistical process control: a practical application for hospitals. VanderVeen LM J Healthc Qual; 1992; 14(2):20-5, 28-9. PubMed ID: 10119886 [TBL] [Abstract][Full Text] [Related]
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18. Hospital customer service in a changing healthcare world: does it matter? Howard J J Healthc Manag; 1999; 44(4):312-25. PubMed ID: 10539203 [TBL] [Abstract][Full Text] [Related]
19. Quality improvement programs can boost a hospital's image, bottom line. Moore RE Patient Acc; 1990 Dec; 13(12):2, 5. PubMed ID: 10112653 [TBL] [Abstract][Full Text] [Related]