MARC record from Internet Archive

LEADER: 03884cam 2200661 a 4500
001 ocm28798196
003 OCoLC
005 20191129020126.0
008 930817s1994 ilua b 000 0 eng
010 $a 93032889
040 $aDLC$beng$cDLC$dVET$dNLM$dBAKER$dBTCTA$dYDXCP$dOCLCG$dDEBBG$dOCL$dOCLCQ$dOCLCF$dOCLCO$dOCLCQ$dOCLCO$dBGU$dOCLCO$dCNO$dAU@$dOCLCA
016 7 $a9419977$2DNLM
020 $a1556481101$q(pbk.)
020 $a9781556481109$q(pbk.)
035 $a(OCoLC)28798196
050 00 $aRA971$b.L373 1994
060 00 $a1994 A-203
060 10 $aW 84.1$bL482s 1994
082 00 $a362.1/068/5$220
084 $aQX 780$2rvk
100 1 $aLeebov, Wendy.
245 10 $aService quality improvement :$bthe customer satisfaction strategy for health care /$cWendy Leebov and Gail Scott.
260 $aChicago, Ill. :$bAmerican Hospital Pub.,$c℗♭1994.
300 $axvi, 362 pages :$billustrations ;$c28 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
504 $aIncludes bibliographical references (pages 361-362).
505 00 $aMachine derived contents note: List of Figures -- About the Authors -- Acknowledgments -- Preface -- Part 1: Introduction to Service Quality Improvement -- 1. The Quest for Customer Satisfaction -- 2. The Process of Service Quality Improvement -- Part 2: The 10 Pillars of Continuous Improvement -- 3. The Foundation of Continuous Service Improvement -- 4. Management Vision and Commitment -- 5. Accountability -- 6. Measurement and Feedback -- 7. Problem Solving and Process Improvement -- 8. Communication -- 9. Staff Development and Training -- 10. Physician Involvement -- 11. Reward and Recognition -- 12. Employee Involvement and Empowerment -- 13. Reminders and Refreshers -- Part 3: Operational Strategies -- 14. Planning for Service Excellence -- 15. Building the Infrastructure for a Service Improvement Strategy -- 16. Aligning Departments and Programs with Your Service Mission -- 17. Strengthening Internal Customer Relationships -- 18. Resistance to Service Excellence -- 19. Innovations in Service Quality -- 20. Making Service Improvement an Ongoing Process -- Selected Bibliography.
650 0 $aHealth services administration.
650 0 $aPatient satisfaction.
650 7 $aHealth services administration.$2fast$0(OCoLC)fst00953286
650 7 $aPatient satisfaction.$2fast$0(OCoLC)fst01055027
650 7 $aGesundheitswesen$2gnd
650 7 $aPatient$2gnd
650 7 $aZufriedenheit$2gnd
650 12 $aHealth Services Administration.
650 12 $aQuality of Health Care.
650 22 $aPatient Satisfaction.
650 07 $aGesundheitswesen.$2swd
650 07 $aPatient.$2swd
650 07 $aZufriedenheit.$2swd
700 1 $aScott, Gail,$d1946-
856 41 $3Table of contents$uhttp://catdir.loc.gov/catdir/toc/onix06/93032889.html
856 41 $3Table of contents$uhttp://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&doc_number=007761322&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
856 41 $3Table of contents$uhttp://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=007761322&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
856 42 $3Contributor biographical information$uhttp://catdir.loc.gov/catdir/bios/wiley044/93032889.html
856 42 $3Publisher description$uhttp://catdir.loc.gov/catdir/description/wiley037/93032889.html
938 $aBaker & Taylor$bBKTY$c60.00$d60.00$i1556481101$n0002377271$sactive
938 $aBaker and Taylor$bBTCP$n93032889
938 $aYBP Library Services$bYANK$n1170818
029 1 $aAU@$b000010438117
029 1 $aDEBBG$bBV011531749
029 1 $aNLM$b9419977
029 1 $aNZ1$b4525864
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948 $hNO HOLDINGS IN P4A - 201 OTHER HOLDINGS