| 书目名称 | Service Quality for Facilities Management in Hospitals | | 编辑 | Low Sui Pheng,Zhu Rui | | 视频video | | | 概述 | Offers readers fundamental insights into service quality standards in the context of facility management in sophisticated facilities with complex installations.Introduces readers to three different ev | | 图书封面 |  | | 描述 | .This book examines the Facilities Management (FM) of hospitals and healthcare facilities, which are among the most complex, costly and challenging kind of buildings to manage. It presents and evaluates the FM service quality standards in Singapore’s hospitals from the patient’s perspective, and provides recommendations on how to successfully improve FM service quality and achieve higher patient satisfaction. The book also features valuable supplementary materials, including a checklist of 32 key factors for successful facilities management and another checklist of 24 service attributes for hospitals to achieve desirable service quality in connection with facilities management..The book adopts a unique approach of combining service quality and quality theory to provide a more holistic view of how FM service quality can be achieved in hospitals. It also integrates three instruments, namely the SERVQUAL model, the Kano model and the QFD model to yield empirical results from surveys for implementation in hospitals..Although the book was written from the perspective of FM service quality for hospitals, the findings and recommendations are also relevant for other non-healthcare sectors | | 出版日期 | Book 2016 | | 关键词 | SERVQUAL Model; Kano Model; Quality Function Deployment (QFD); Singapore Hospitals; Healthcare Systems; H | | 版次 | 1 | | doi | https://doi.org/10.1007/978-981-10-0956-3 | | isbn_softcover | 978-981-10-9293-0 | | isbn_ebook | 978-981-10-0956-3 | | copyright | Springer Science+Business Media Singapore 2016 |
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发表于 2025-3-21 17:50:46
