Service quality revisited: striving for a new orientation.
This article examines the concept of service orientation. A brief overview of what is known about the concept in general service and health care organizations is provided, as is consideration of measurement issues and directions for future research in this area. Unfortunately, despite the great need for information, very little is known about service orientation in health care. This state of affairs, however, affords abundant opportunities for relevant research.
O'Connor
S J
SJ
School of Business Administration, University of Wisconsin-Milwaukee 53201, USA.
Shewchuk
R M
RM
D000533:Altruism; D001291:Attitude of Health Personnel; D006302:Health Services Research / Q000379:methods; D006739:Hospital Administration / Q000592:standards*; D015285:Hospital-Patient Relations; D015279:Organizational Culture; D017060:Patient Satisfaction; D010552:Personality Assessment; D010560:Personnel Selection; D010564:Personnel, Hospital / Q000592:standards; D011369:Professional-Patient Relations; D011787:Quality of Health Care; D014481:United States