Coverart for item
The Resource Service quality for facilities management in hospitals, Low Sui Pheng, Zhu Rui, (electronic book)

Service quality for facilities management in hospitals, Low Sui Pheng, Zhu Rui, (electronic book)

Label
Service quality for facilities management in hospitals
Title
Service quality for facilities management in hospitals
Statement of responsibility
Low Sui Pheng, Zhu Rui
Creator
Contributor
Author
Subject
Language
eng
Summary
This book examines the Facilities Management (FM) of hospitals and healthcare facilities, which are among the most complex, costly and challenging kind of buildings to manage. It presents and evaluates the FM service quality standards in Singapore's hospitals from the patient's perspective, and provides recommendations on how to successfully improve FM service quality and achieve higher patient satisfaction. The book also features valuable supplementary materials, including a checklist of 32 key factors for successful facilities management and another checklist of 24 service attributes for hospitals to achieve desirable service quality in connection with facilities management. The book adopts a unique approach of combining service quality and quality theory to provide a more holistic view of how FM service quality can be achieved in hospitals. It also integrates three instruments, namely the SERVQUAL model, the Kano model and the QFD model to yield empirical results from surveys for implementation in hospitals. Although the book was written from the perspective of FM service quality for hospitals, the findings and recommendations are also relevant for other non-healthcare sectors where appropriate lessons may also be drawn for FM and service quality in general. It will particularly benefit Quality Managers, Facilities Managers and Hospital Administrators
Member of
Cataloging source
N$T
http://library.link/vocab/creatorName
Low, Sui Pheng
Dewey number
362.11068
Illustrations
illustrations
Index
no index present
LC call number
RA967.75
Literary form
non fiction
Nature of contents
  • dictionaries
  • bibliography
http://library.link/vocab/relatedWorkOrContributorName
Rui, Zhu
http://library.link/vocab/subjectName
  • Health facilities
  • Health facilities
Label
Service quality for facilities management in hospitals, Low Sui Pheng, Zhu Rui, (electronic book)
Instantiates
Publication
Antecedent source
unknown
Bibliography note
Includes bibliographical references
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Introduction -- Facilities Management and Singapore's Healthcare System -- SERVQUAL, the Kano model and QFD -- Conceptual Framework -- Research Methodology -- Data Analysis -- Discussions -- Conclusions
Control code
SPR949884351
Dimensions
unknown
Extent
1 online resource (xiv, 146 pages)
File format
unknown
Form of item
online
Isbn
9789811009563
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote
Label
Service quality for facilities management in hospitals, Low Sui Pheng, Zhu Rui, (electronic book)
Publication
Antecedent source
unknown
Bibliography note
Includes bibliographical references
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
multicolored
Content category
text
Content type code
  • txt
Content type MARC source
rdacontent
Contents
Introduction -- Facilities Management and Singapore's Healthcare System -- SERVQUAL, the Kano model and QFD -- Conceptual Framework -- Research Methodology -- Data Analysis -- Discussions -- Conclusions
Control code
SPR949884351
Dimensions
unknown
Extent
1 online resource (xiv, 146 pages)
File format
unknown
Form of item
online
Isbn
9789811009563
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
illustrations
Quality assurance targets
not applicable
Reformatting quality
unknown
Sound
unknown sound
Specific material designation
remote

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