background: the quality of care from the perspective of people with type 2 diabetes using a new model (cqmh) including three dimensions of quality in health care (technical, service and customer quality) was assessed. methods: a cross-sectional survey with a sample of 577 people with type 2 diabetes was conducted. measures were self-reported adherence to national guidelines for technical qualit...

rapid growth of e-commerce has made the competition quite different. in this new environment customers have wide choices and are looking forward to the support which guarantees the delivery of what they have chosen. this leads to complexity in the relationship between the provider and the customer which obviously is made more in a b2b environment. service level agreement (sla) is a key tool to ...

Service organizations are continuously endeavoring to improve their quality of service as it is of paramount importance to them. Despite the importance of understanding the relationship of service quality and information systems, this research has not been pursued extensively. This study has addressed this gap in the research literature a...

results increase from 6.46 to 8.92 minutes in the average time from patient arrival to being visited by a physician (p < 0.001) and increase in average time from physician visit to receive the first nursing care from 7.68 to 15.89 minutes were significant (p < 0.001). the average waiting time for laboratory services was significantly decreased from 112.3 to 84.1 (p = 0.033). increase in the ave...

Today, in more and more enterprises digital services are offered to employees. An inherent characteristic of digital service is the self-service concept. Based on findings from a case study and academic literature, it is argued for the importance of employee knowledge when designing digital services. It is revealed that existing service blueprinting approach are not capable of adequately reflec...

today, information technology services are considered as valuable resources in all areas. for making information technology management processes purposeful and efficient in different organizations – as a competitive and strategic advantage (especially in organizations responsible for health care services) – it is necessary to recognize the level of maturity of the organization and review its pr...