"A useful practitioner guide for those working in health care organizations Updated coverage to the recent developments in the health care industry Discussion on health care marketing issues are backed by scholarly publications, industry expert opinions, surveys, case studies and real-world best...

In a recent article in this journal, Gunes and Deveci proposed the use of failure rate analysis, a technique commonly used to determine reliability rates of products, systems and components, to determine reliability rates of service systems. They also presented an application of this concept to...

Purpose – Service quality has been an active area of research during the last two decades. In this research, typically, service quality is considered from the viewpoint of the customer who is the recipient of the service, i.e. the “external customer”, and the research efforts have focused...