A Comparison of Patient and Nurse Expectations Regarding Nursing Care in the Emergency Department
Tài liệu tham khảo
Parasuraman, 1988, Servqual: a multiple-item scale for measuring consumer perceptions of service quality, J Retail, 64, 12
Petz
Press Ganey Associates—2007 survey. The nurse patient relationship is central to patient satisfaction. http://www.quality-patient-experience.com/nurse-patient-relationship.html. Accessed February 23, 2013.
Parasuraman, 1985, A conceptual model of service quality and its implications for future research, J Marketing, 49, 41, 10.2307/1251430
Gupta, 2011, Customer satisfaction for designing attractive qualities of healthcare service in India using Kano model and quality function deployment, MIT Int J Mech Eng, 1, 101
King, 1994, Techniques for understanding the customer, Qual Manag Health Care, 2, 61, 10.1097/00019514-199402020-00010
Hejaili, 2009, Culture-related service expectations: a comparative study using the Kano model, Qual Manag Health Care, 18, 48, 10.1097/01.QMH.0000344593.40886.b5
Oliver, 1981, Measurement and evaluation of satisfaction process in retail settings, J Retail, 57, 25