Service quality in health care.

@article{Kenagy1999ServiceQI,
  title={Service quality in health care.},
  author={John W. Kenagy and Donald M. Berwick and Milton F. Shore},
  journal={JAMA},
  year={1999},
  volume={281 7},
  pages={
          661-5
        }
}
Although US health care is described as "the world's largest service industry," the quality of service--that is, the characteristics that shape the experience of care beyond technical competence--is rarely discussed in the medical literature. This article illustrates service quality principles by analyzing a routine encounter in health care from a service quality point of view. This illustration and a review of related literature from both inside and outside health care has led to the following… CONTINUE READING
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