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Relationships building. Measure service quality across health care encounters
J W Peltier1, T Boyt, J A Schibrowsky
1University of Wisconsin-Whitewater, USA.
Abstract:
The relationships between service quality and satisfaction is a function of multiple service encounters across a wide variety of exchange partners within a health care organization. Studying the patient provider relationship leads to improved service quality. The authors report their findings from a study that tests a relationship-building framework that integrates service quality issues across multiple internal health care publics. Strategies for developing a strong patient-provider relationship bond are also discussed.
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