Lee, Pui‐Mun; Khong, PohWah; Ghista, Dhanjoo N. - In: The TQM Magazine 18 (2006) 6, pp. 563-571
Purpose – This paper seeks to look at healthcare service quality from the viewpoint of its negative impact on the industry when there is a deficiency in the delivery of service quality. To measure this impact, the potential loss of customers due to poor quality service is measured. A potential...