The economic payout model for service guarantees
Article Abstract:
Service guarantees relates to providing services to the customer as well as those actions that appease a customer when service failures happens, which in other words is defined as recovery. A part of the recovery involves offering a customer economic or non-economic payouts. These become negative when they are very highly or lowly offered. Therefore a study to define an economic payout model for service guarantee is discussed.
Publication Name: Decision Sciences
Subject: Business, general
ISSN: 0011-7315
Year: 2005
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The role of clinical and process quality in achieving patient satisfaction in hospitals
Article Abstract:
Clinical and process quality, two categories of health care quality in hospitals, are proposed to examine their relationship with patient satisfaction. The studies reveal that service process is as important as medical expertise in determining the patient satisfaction. The role of leadership in managing the service process design and operations management in health care is also highlighted.
Publication Name: Decision Sciences
Subject: Business, general
ISSN: 0011-7315
Year: 2004
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A methodology for constructing collective causal maps
Article Abstract:
A new strategy for developing Collective Causal Maps is examined. It implications for management decision making are also analyzed.
Publication Name: Decision Sciences
Subject: Business, general
ISSN: 0011-7315
Year: 2006
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