The Three Dimensions of Quality Service: The Case of Service Quality Gaps in the UK National Health Service?

被引：3

作者：

Nwabueze, Uche ^{[1
]}

Mileski, Joan P. ^{[2
]}

机构：

[1] Houston Baptist Univ, Houston, TX USA

[2] Texas A&M Univ, Galveston, TX 77553 USA

来源：

INTERNATIONAL JOURNAL OF PUBLIC ADMINISTRATION | 2008年 / 31卷 / 10-11期

关键词：

service quality; UK hospitals; health care quality perceptions; hospital quality strategy;

D O I：

10.1080/01900690801973519

中图分类号：

C93 [管理学]; D035 [国家行政管理]; D523 [行政管理]; D63 [国家行政管理];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ; 1204 ; 120401 ;

摘要：

United Kingdom hospitals have traditionally defined quality as the level of service provided whereas patients define quality as service that meets their expectations. These two definitions highlight a focus difference and result in "service quality gaps." This article develops a model of service quality gaps built on three dimensions: the focus of service organisation management, the perceiver of the service, and strategy implemented. The model is empirically tested using a 2001 survey of the chief executive of each of hospitals in England and Wales. We find where gaps exist, there is interconnectedness between them, and strategic focus change provides improved quality.

引用

页码：1328 / 1353

页数：26

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