in their 2016 article, saltman and duran provide a thoughtful examination of the governance challenges involved in different care delivery models adopted in primary care and hospitals in two european countries. this commentary examines the limited potential of structural changes to achieve real reform and considers that, unless governance arrangements actually succeed in penetrating organizatio...

BACKGROUND In Senegal, traditional supervision often focuses more on collection of service statistics than on evaluation of service quality. This approach yields limited information on quality of care and does little to improve providers' competence. In response to this challenge, Management Sciences for Health (MSH) has implemented a program of formative supervision. This multifaceted, problem...

Traditional survey based measures of service quality are argued to be problematic when reflecting individual services and turning measurement into action. This paper reviews developments to an alternative measurement approach, the Service Template Process and offers an extension to it. The extended process appears able to measure service users’ and deliverers’ perceptions of service quality ind...

The opportunities for service users to develop skills for more independent living and take control of their environments are limited in secure mental health units. This paper will outline a quality improvement project that changed how the catering services were delivered in a low secure unit in East London NHS Foundation Trust (ELFT). A Quality Improvement methodology was adopted incorporating ...

Customer relationship management is an important strategy for the service industry to maintain its competitiveness. By integrating all business indicators including marketing, process, quality management, after-sales care, brand image, etc., it can gain customer loyalty and provide customized Serve. In face of such a fierce competitive environment, enterprises must be able grasp needs if they w...

the accomplished researches show that in order to have better external service quality, the organizations need to have personnel (internal customers) responsibility to the objectives and visions of the organization and possess customer-oriented behaviors, and proper internal service (the satisfaction of departments with one another). in these times, after the consideration of internal marketing...

this research has studied and ranked the service quality and its relation with customers' satisfaction in a bank in iran. in the theoretical principles section, the concepts and de nitions related to services, satisfaction, banking and research background have been studied. the statistical community of the study was all the bank customers that have referred to the bankand have had interest...