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  1. Internal customer management and service gaps with the National Health Service.

    Article - En anglais

    One implication of being required to respond to the Patients' Charter without access to more resources, is that managers in the U.K. health care sector will have to ensure integration of multiple functions across their units in order to achieve the objective of creating a quality conscious workforce.

    This situation will probably demand adoption of an internal marketing philosophy within the NHS; thereby ensuring implementation of TQM and/or Customer Care schemes in which departments work together to create effective internal customer chains.

    To determine the degree to which the NHS have effectively adopted an internal customer orientation, a survey was undertaken using a modified version of the Parasuraman SERVQUAL model.

    Mots-clés Pascal : Qualité service, Assurance qualité, Gestion, Commercialisation, Consommateur, Organisation santé, Système santé, Royaume Uni, Evaluation, Enquête, Europe

    Mots-clés Pascal anglais : Service quality, Quality assurance, Management, Marketing, Consumer, Public health organization, Health system, United Kingdom, Evaluation, Inquiry, Europe

    Logo du centre Notice produite par :
    Inist-CNRS - Institut de l'Information Scientifique et Technique

    Cote : 94-0463223

    Code Inist : 002B30A01B. Création : 199406.