title: A glossary of terms encountered in quality and customer service.
authors.affiliation: Manchester University, UK.
authors.forename: B
authors.initials: B
authors.lastname: Moores
mesh_terms: D001363:Awards and Prizes; D006801:Humans; D008722:Methods; D017060:Patient Satisfaction; D011785:Quality Assurance, Health Care; D006113:United Kingdom