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Baldwin, Allan. & Sohal, Amrik. (2003), Service Quality Factors and Outcomes
in Dental Care” The International Journal of Health Care, Vol.13 No. 3, pp.
207-216
Beckman, H.B., Markakis, K.M., Suchman, A.L. and Frankel, R.M. (1994), “The
doctor-patient relationship and malpractice. Lessons from plaintiff
depositions”, Archives of Internal Medicine, Vol. 154 No. 12, pp. 1365-70.
Butt, Mohsin Muhammad dan Ernest Cyril de Run. 2010. Private healthcare
quality : applying a SERVQUAL model. vol 27 no 7 emerald p 658-673.
Bopp, K.D. (1990), “How patients evaluate the quality of ambulatory medical
encounters: a marketing perspective”, Journal of Health Care Marketing,
Vol. 10 No. 1, pp. 6-15.
Chaston, I. (1994), internal customer management and service gaps within the
UK manufacturing sector. International journal of operations and
production, vol 14 no 9 pp 45-56
Gabassi, P.G., Garzitto, M.L. dan Perin, G. (2005). La qualita come pratica e
come valore. Raffaello Cortina Editore, Torino.
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Gasperr, Vincent, (2005), “Organizational Excellence-Model Strategy”,
Gramedia Pustaka Utama
Hair, J.F., Anderson, R.E., Tatham, R.L., dan Black, W.C. (1998), Multivariate
Data Analysis , New Jersey: Prentice-Hall
Hager, L., Elliot, B., Web Quality Tool Can Raise ROI on Contact Center
Investments, “Gartner First Take”, 15 November 2001.
Kim, S.S., Kaplowitz, S. and Johnston, M.V. (2004), “The effects of physician
empathy on patient satisfaction and compliance”, Evaluation & the Health
Professions, Vol. 27 No. 3, pp. 237-51.
Levinson, W., Roter, D.L., Mullooly, J.P., Dull, V.T. and Frankel, R.M. (1997),
“Physician-patient communication: the relationship with malpractice claims
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among primary care physicians and surgeons”, Journal of the American
Medical Association, Vol. 277 No. 7, pp. 553-9.
Little, P., Everitt, H., Williamson, I., Warner, G., Moore, M., Gould, C., Ferrier,
K. and Payne, S. (2001), “Observational study of effect of patient
centredness and positive approach on outcomes of general practice
consultations”, British Medical Journal, Vol. 323, pp. 908-11.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of
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service quality and its implications for future research”, Journal of
Marketing, Vol. 49 No. 4, pp. 41-50.
Soelarso Hanindio, Soebekti,Roesanto Heru & Mufid, Achmad. (2005), “The role
of interpersonal communication integrated with medical dental care”
Majalah Kedokteran Gigi vol.38. pp. 124-129
Ong, L.M., DeHaes, J.C., Hoos, A.M. and Lammes, F.B. (1995), “Doctor-patient
communication: a review of the literature”, Social Science & Medicine, Vol.
40 No. 7, pp. 903-18.
Onda, M., Kobayashi, S., Kuroda, K. and Zenda, H. (2004), “Factors influencing
patient satisfaction with medication, counseling and instructions in
hospitals”, Biyoin Kanri (Hospital Management), Vol. 41 No. 1, pp. 7-14.
White, A.A., Pichert, J.W., Bledsoe, S.H., Irwin, C. and Entman, S.S. (2005),
“Cause and effect analysis of closed claims in obstetrics and gynecology”,
Obstetrics and Gynaecology, Vol. 105, pp. 1031-8.
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Young, J.A. and Varble, D.L. (1997), ``Purchasing's performance as seen by its
internal customers: a study in a service organization'', International Journal
of Purchasing and Materials Management, Vol. 33 No. 3, pp. 36-41.