000			01484naa a2200181uu 4500
001			9020318425210
003			OSt
005			20190211164708.0
008			090203s2009 xx ||||gr |0|| 0 eng d
100	1		_aTSAI, Yafang _936205
245	1	0	_aHow to improve service quality : _binternal marketing as a determining factor
260			_aOxfordshire, UK : _bRoutledge, _cNovember-December 2008
520	3		_aThe purpose of this study was to investigate the relationship between three internal marketing practices and service quality. This research adopts a cross-sectional design to examine the relationship between internal marketing and service quality with structural equation modelling. The result of the research clearly shows that there are significant positive relationships between internal marketing practices and service quality. In particular, the results of the present research demonstrate that training programmes have a strong association with service quality. However, the relationship from performance incentives to service quality was not found. Consequently, to deliver excellence service to patients, a hospital must provide training programmes and establish a clear vision about service excellence to nurses
700	1		_aTANG, Ta-Wei _936206
773	0	8	_tTotal quality management and business excellence _g19, 11-12, p. 1117-1126 _dOxfordshire, UK : Routledge, November-December 2008 _xISSN 14783371 _w
942			_cS
998			_a20090203 _b1842^b _cTiago
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c28194 _d28194
041			_aeng