The Role of Complaint Management in the Service Recovery Process-Reference-Cited by-同舟云学术

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The Role of Complaint Management in the Service Recovery Process

Published:2001-05 Issue:5 Volume:27 Page:278-286
ISSN:1070-3241
Container-title:The Joint Commission Journal on Quality Improvement
language:en
Short-container-title:The Joint Commission Journal on Quality Improvement

Author:

Bendall-Lyon Dawn,Powers Thomas L.

Funder

Agency for Healthcare Research and Quality

Publisher

Elsevier BV

Subject

General Medicine

Reference43 articles.

1. Using root cause analysis to address patient satisfaction and other improvement opportunities;Burroughs;Jt Comm J Qual Improv,2000

2. Service excellence in health care;Mayer;JAMA,1999

3. Switching HMO providers;Nin Ho;Marketing Health Services,1998

4. Are patients happy? Managed care plans want to know;Bergman;Hosp Health Netw,1994

5. Understanding customer expectations of service;Parasuraman;Sloan Management Review,1991

Cited by 18 articles. 订阅此论文施引文献订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献

1. Integrating Complaint Analysis into Hospital Management: A Comparative Study of Surgical and Non-Surgical Complaints;British Journal of Hospital Medicine;2024-08-30

2. The Art of Juggling: Effects of Employee’s Polychronic Orientation on Service Recovery Performance and Extra-Role Customer Service;Journal of Asia-Pacific Business;2023-04-03

3. Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers;Sustainability;2020-10-13

4. High Performance Work Practices and Service Performance: The Influence of Employee Engagement in Call Center Context;SSRN Electronic Journal;2018

5. The Role of Conscientiousness on Commitment to Service Quality and Service Recovery Performance;SSRN Electronic Journal;2017

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