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医院质量管理的新视角:患者感知服务质量
引用本文:张宝库,张明.医院质量管理的新视角:患者感知服务质量[J].中国医院,2003,7(5):27-29.
作者姓名:张宝库  张明
作者单位:1. 中华医院管理学会,100053,北京市宣武区南线阁街10号基业大厦八层
2. 北京大学医学部,100083,北京市海淀区学院路38号
摘    要:论述了感知服务质量的概念、特征和患者感知服务质量管理的重要性,从患者感知服务质量的评价、感知服务质量与患者满意和忠诚的关系、患者情绪与感知服务质量的关系、患者感知服务质量评价与医院服务质量评价的耦合等方面论述了患者感知服务质量管理研究的主要课题。

关 键 词:质量管理  患者感知服务质量  患者满意度
修稿时间:2003年3月2日

New points of view on management of hospital quality: service quality felt by patients
ZHANG Baoku,ZHANG Ming Chinese Association on Hospital Management,th Floor,Jiye Mansion, Nanxiange Street,Xu-anwu District,Beijing City,.PRC..New points of view on management of hospital quality: service quality felt by patients[J].Chinese Hospitals,2003,7(5):27-29.
Authors:ZHANG Baoku  ZHANG Ming Chinese Association on Hospital Management  th Floor  Jiye Mansion  Nanxiange Street  Xu-anwu District  Beijing City  PRC
Institution:ZHANG Baoku,ZHANG Ming Chinese Association on Hospital Management,8th Floor,Jiye Mansion,10 Nanxiange Street,Xu-anwu District,Beijing City,100053.PRC.
Abstract:The article discusses the conceptions and characteristics of service quality felt by patients as well as the importance for managing service quality felt by patients. It also discusses the main research subjects for managing service quality felt by patients in aspects of evaluation of service quality felt by patients, the relationship between service quality felt by patients and satisfaction/faith of patients, the relationship between service quality felt by patients and the mood of patients , the coupling of the evaluation of service quality felt by patients and the evaluation of service quality of the hospital etc.
Keywords:Management of quality  service quality felt by patients  satisfaction rate by patients  
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