Can quality become tangible for health service users?
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Tài liệu tham khảo
Lindsday, P., Bayley, M., McDonald, A., Graham, I.D., Warner, G. and Phillips, S. (2008), “Toward a more effective approach to stroke: Canadian best practice recommendation for stroke care”, Canadian Medical Association Journal, Vol. 178 No. 11, pp. 141‐825.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: a multiple‐item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64, Spring, pp. 12‐40.