The three dimensions of quality service : (Record no. 32837)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01465naa a2200217uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 0050510123937 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211171449.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 100505s2008 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | NWABUEZE, Uche |
| 9 (RLIN) | 39839 |
| 245 10 - TITLE STATEMENT | |
| Title | The three dimensions of quality service : |
| Remainder of title | The case of service quality gaps in the UK national health service |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Philadelphia : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | ago./set. 2008 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | 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. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 31 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Numbers 10-11 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | MILESKI, Joan P. |
| 9 (RLIN) | 39840 |
| 773 08 - HOST ITEM ENTRY | |
| Title | International Journal of Public Administration - IJPA |
| Related parts | 31, 10-11, p. 1328-1353 |
| Place, publisher, and date of publication | Philadelphia : Routledge, ago./set. 2008 |
| International Standard Serial Number | ISSN 01900692 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20100505 |
| Operator's initials, OID (RLIN) | 1012^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20100723 |
| Operator's initials, OID (RLIN) | 1130^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
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