nowadays, with increasing service industries, service marketing and service quality have become an important challenge to organizations. the attempts of organizations in this situation are witnesses to this matter. in the past years, the organizations tried to reach service quality appropriation and satisfaction of self-external customers by concepts and approaches of external marketing. one of...

We examine whether and how various biases may influence customers’ satisfaction evaluations and produce discriminatory judgments for minorities and female service employees. We argue that customer satisfaction evaluations are biased because they are anonymous judgments by untrained raters that usually lack an evaluation standard. In our laboratory and field samples, we find disturbing evidence ...

Online surveys conducted to find out customer satisfaction are increasingly important for modern businesses and healthcare organizations. Nowadays online customer satisfaction surveys are inextricably linked to business practices, marketing programs as well as other initiatives aimed at accomplishing customer engagement. A patient/customer satisfaction survey has a number of advantages that con...

● Context.—Measurement of physicians’ and patients’ satisfaction with laboratory services has recently become a requirement of health care accreditation agencies in the United States. To our knowledge, this is the first customer satisfaction survey of anatomic pathology services to provide a standardized tool and benchmarks for subsequent measures of satisfaction. Objective.—This Q-Probes study...

The purpose of this study was to describe how companies in pharmaceutical and biological sectors can ensure their position in different markets by relying on sustainable, competitive advantages, resulting from the use of a well-defined marketing model with particular emphasis on brand improvement. As competition becomes more intense among companies and phenomena such as global marketing grow in...

background and objectives: given the growing concern focused on the continuous improvement of the quality of care, safety and customer satisfaction, the ibn sina university hospital (chis) has started an ambitious program for institutionalization of quality management at the establishments under the chis, in general, and the iso certification 9001v2008 of its biomedical analysis laboratories, i...

Voice of the customer (VOC) is a critical analysis procedure that provides precise information regarding customer input requirements for a product/service output. The ability to conduct a voice of the customer analysis, which could be gained through direct and indirect questioning, will enable engineers and other decision makers to successfully understand customer needs, wants, perceptions, and...