000			01465naa a2200217uu 4500
001			0050510123937
003			OSt
005			20190211171449.0
008			100505s2008 xx ||||gr |0|| 0 eng d
100	1		_aNWABUEZE, Uche _939839
245	1	0	_aThe three dimensions of quality service : _bThe case of service quality gaps in the UK national health service
260			_aPhiladelphia : _bRoutledge, _cago./set. 2008
520	3		_aUnited 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			_aVolume 31
590			_aNumbers 10-11
700	1		_aMILESKI, Joan P. _939840
773	0	8	_tInternational Journal of Public Administration - IJPA _g31, 10-11, p. 1328-1353 _dPhiladelphia : Routledge, ago./set. 2008 _xISSN 01900692 _w
942			_cS
998			_a20100505 _b1012^b _cDaiane
998			_a20100723 _b1130^b _cDaiane
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c32837 _d32837
041			_aeng