Service quality: understanding and implementing the concept in the clinical laboratory. Match service quality to consumer expectations.
The increasingly competitive health-care marketplace has mandated that health-care managers pay careful attention to the issue of quality from the perspective of the consumer. The importance of this issue is underscored by the fact that numerous health-care institutions and associations have recently begun to recognize the urgent need to obtain a greater understanding of service quality in a health-care situation. This article suggests means to understand, identify, improve, and implement effective approaches to this vital aspect of the marketing mix.
D003258:Consumer Behavior / Q000592:standards*; D003954:Diagnostic Services / Q000592:standards*; D007753:Laboratories / Q000592:standards*; D014481:United States