1. Agency for Healthcare Research and Quality (2014) CAHPS Adult Hospital Survey.
https://www.ahrq.gov/cahps/surveys-guidance/hospital/about/adult_hp_survey.html
. Accessed 5 July 2018.
2. American Hospital Association (2013) Checklists improve patient safety.
https://www.aha.org/chairpersons-file/2013-07-01-checklists-improve-patient-safety
. Accessed 5 July 2018.
3. Baum, N., and J. Segal. 2014. Lessons learned from the restaurant industry: What outstanding waiters and waitresses can teach the medical profession. Journal of Medical Practice Management 29(6): 391–393.
4. Bernard, H.R. 1994. Research methods in anthropology: Qualitative and quantitative approaches, 2nd ed. Thousand Oaks: Sage.
5. Berry, L. 2000. Cultivating service brand equity. Journal of the Academy of Marketing Science 28(1): 128–137.