The applicability of SERVQUAL in cross‐national measurements of health‐care quality

This study investigates the applicability of a modified SERVQUAL instrument as a means of measuring residents' perceptions of long‐term health‐care service quality in the USA and UK. The results confirm a stable, four‐factor structure that is similar to previously defined service quality dimensions and is invariant across the countries studied.

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Year of publication:	2004
Authors:	Kilbourne, William E. ; Duffy, Jo Ann ; Duffy, Michael ; Giarchi, George
Published in:	Journal of Services Marketing. - Emerald Group Publishing Limited, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 18.2004, 7, p. 524-533
Publisher:	Emerald Group Publishing Limited
Subject:	Health services \| Quality \| Linear structure equation modelling \| Measurement \| Nursing homes

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Type of publication:	Article
Type of publication (narrower categories):	research-article
Language:	English
Other identifiers:	10.1108/08876040410561857 [DOI]
Source:	Other ZBW resources

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