1. Barry, J., Girard, G. and Perras, C. (1993), “Logistics planning shifts into reverse”, Journal of Business Logistics, Vol. 5 No. 1, pp. 34‐8.
2. Campbell, S.M., Roland, M.O. and Buetow, S.A. (2000), “Defining quality of care”, Social Science & Medicine, Vol. 51 No. 12, pp. 1611‐25.
3. Carter, C.R. and Ellram, L.M. (1998), “Reverse logistics: a review of the literature and framework for future investigation”, Journal of Business Logistics, Vol. 19 No. 1, pp. 85‐102.
4. Donabedian, A. (1980), Explorations in Quality Assessment and Monitoring. The Definitions of Quality and Approaches to its Assessment, Vol. 1, Health Administration Press, Ann Arbour, MI.
5. Donabedian, A. (1988), “The quality of care: How can it be assessed?”, Journal of American Medical Association, Vol. 260, pp. 1743‐8.