000 03159nam a22004935i 4500
001 978-981-10-0956-3
003 DE-He213
005 20200420220220.0
007 cr nn 008mamaa
008 160512s2016 si | s |||| 0|eng d
020 _a9789811009563
_9978-981-10-0956-3
024 7 _a10.1007/978-981-10-0956-3
_2doi
050 4 _aTH1-9745
072 7 _aKJMV4
_2bicssc
072 7 _aBUS093000
_2bisacsh
082 0 4 _a658.2
_223
100 1 _aSui Pheng, Low.
_eauthor.
245 1 0 _aService Quality for Facilities Management in Hospitals
_h[electronic resource] /
_cby Low Sui Pheng, Zhu Rui.
264 1 _aSingapore :
_bSpringer Singapore :
_bImprint: Springer,
_c2016.
300 _aXIV, 146 p. 17 illus.
_bonline resource.
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
347 _atext file
_bPDF
_2rda
505 0 _aIntroduction -- Facilities Management and Singapore's Healthcare System -- SERVQUAL, the Kano model and QFD -- Conceptual Framework -- Research Methodology -- Data Analysis -- Discussions -- Conclusions.
520 _aThis book examines the Facilities Management (FM) of hospitals and healthcare facilities, which are among the most complex, costly and challenging kind of buildings to manage. It presents and evaluates the FM service quality standards in Singapore's hospitals from the patient's perspective, and provides recommendations on how to successfully improve FM service quality and achieve higher patient satisfaction. The book also features valuable supplementary materials, including a checklist of 32 key factors for successful facilities management and another checklist of 24 service attributes for hospitals to achieve desirable service quality in connection with facilities management. The book adopts a unique approach of combining service quality and quality theory to provide a more holistic view of how FM service quality can be achieved in hospitals. It also integrates three instruments, namely the SERVQUAL model, the Kano model and the QFD model to yield empirical results from surveys for implementation in hospitals. Although the book was written from the perspective of FM service quality for hospitals, the findings and recommendations are also relevant for other non-healthcare sectors where appropriate lessons may also be drawn for FM and service quality in general. It will particularly benefit Quality Managers, Facilities Managers and Hospital Administrators.
650 0 _aEngineering.
650 0 _aHealth care management.
650 0 _aHealth services administration.
650 0 _aPractice of medicine.
650 0 _aFacility management.
650 1 4 _aEngineering.
650 2 4 _aFacility Management.
650 2 4 _aPractice and Hospital Management.
650 2 4 _aHealth Care Management.
700 1 _aRui, Zhu.
_eauthor.
710 2 _aSpringerLink (Online service)
773 0 _tSpringer eBooks
776 0 8 _iPrinted edition:
_z9789811009556
856 4 0 _uhttp://dx.doi.org/10.1007/978-981-10-0956-3
912 _aZDB-2-ENG
942 _cEBK
999 _c51857
_d51857