Improving service quality of hospital front office using an integrated Kano model and quality function deployment
Purpose: The aims of this study are twofold: first, it attempts to investigate service attributes in a hospital front office; and second, to identify strategies to improve those service attributes. Design/methodology/approach: This study used integration of Quality Function Deployment and Kano Mode...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | Catalan |
| Published: |
OmniaScience
2017-11-01
|
| Series: | Intangible Capital |
| Subjects: | |
| Online Access: | http://www.intangiblecapital.org/index.php/ic/article/view/1001 |