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)
Resource Information
The item Service quality for facilities management in hospitals, Low Sui Pheng, Zhu Rui, (electronic book) represents a specific, individual, material embodiment of a distinct intellectual or artistic creation found in University of Liverpool.This item is available to borrow from 1 library branch.
Resource Information
The item Service quality for facilities management in hospitals, Low Sui Pheng, Zhu Rui, (electronic book) represents a specific, individual, material embodiment of a distinct intellectual or artistic creation found in University of Liverpool.
This item is available to borrow from 1 library branch.
- 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
- Language
- eng
- Extent
- 1 online resource (xiv, 146 pages)
- Contents
-
- Introduction
- Facilities Management and Singapore's Healthcare System
- SERVQUAL, the Kano model and QFD
- Conceptual Framework
- Research Methodology
- Data Analysis
- Discussions
- Conclusions
- Isbn
- 9789811009563
- Label
- Service quality for facilities management in hospitals
- Title
- Service quality for facilities management in hospitals
- Statement of responsibility
- Low Sui Pheng, Zhu Rui
- 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
- 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)
- 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)
- 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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<div class="citation" vocab="http://schema.org/"><i class="fa fa-external-link-square fa-fw"></i> Data from <span resource="http://link.liverpool.ac.uk/portal/Service-quality-for-facilities-management-in/mqcM9n43a4M/" typeof="Book http://bibfra.me/vocab/lite/Item"><span property="name http://bibfra.me/vocab/lite/label"><a href="http://link.liverpool.ac.uk/portal/Service-quality-for-facilities-management-in/mqcM9n43a4M/">Service quality for facilities management in hospitals, Low Sui Pheng, Zhu Rui, (electronic book)</a></span> - <span property="potentialAction" typeOf="OrganizeAction"><span property="agent" typeof="LibrarySystem http://library.link/vocab/LibrarySystem" resource="http://link.liverpool.ac.uk/"><span property="name http://bibfra.me/vocab/lite/label"><a property="url" href="http://link.liverpool.ac.uk/">University of Liverpool</a></span></span></span></span></div>
