Customer Satisfaction and Resource Productivity in Health Care
- 1 March 1989
- journal article
- Published by Emerald Publishing in International Journal of Health Care Quality Assurance
- Vol. 2 (3)
- https://doi.org/10.1108/eum0000000002002
Abstract
An examination is conducted of customer dependency followed by an analysis of what can create customer satisfaction. The problems caused for enhancing productivity are then explored in terms of customisation and standardisation, resulting in conclusions about system design to deliver both customer satisfaction and productivity.Keywords
This publication has 4 references indexed in Scilit:
- The Strategic Determinants of Service ProductivityInternational Journal of Operations & Production Management, 1988
- Accommodating Multiple Objectives in the Design of Customer Treatment OperationsInternational Journal of Operations & Production Management, 1988
- Dealing with Inherent Variability: The Difference Between Manufacturing and Service?International Journal of Operations & Production Management, 1987
- Monitoring and Control in Service OperationsInternational Journal of Operations & Production Management, 1985