000 | 03531nam a22005415i 4500 | ||
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001 | 978-981-10-0956-3 | ||
003 | DE-He213 | ||
005 | 20220801222117.0 | ||
007 | cr nn 008mamaa | ||
008 | 160512s2016 si | s |||| 0|eng d | ||
020 |
_a9789811009563 _9978-981-10-0956-3 |
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024 | 7 |
_a10.1007/978-981-10-0956-3 _2doi |
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050 | 4 | _aTX955-985 | |
072 | 7 |
_aKJMV4 _2bicssc |
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072 | 7 |
_aBUS093000 _2bisacsh |
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072 | 7 |
_aKJMV4 _2thema |
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082 | 0 | 4 |
_a352.56 _223 |
100 | 1 |
_aSui Pheng, Low. _eauthor. _4aut _4http://id.loc.gov/vocabulary/relators/aut _959756 |
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245 | 1 | 0 |
_aService Quality for Facilities Management in Hospitals _h[electronic resource] / _cby Low Sui Pheng, Zhu Rui. |
250 | _a1st ed. 2016. | ||
264 | 1 |
_aSingapore : _bSpringer Nature Singapore : _bImprint: Springer, _c2016. |
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300 |
_aXIV, 146 p. 17 illus. _bonline resource. |
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336 |
_atext _btxt _2rdacontent |
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337 |
_acomputer _bc _2rdamedia |
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338 |
_aonline resource _bcr _2rdacarrier |
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_atext file _bPDF _2rda |
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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 |
_aFacility management. _93482 |
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650 | 0 |
_aPractice of medicine. _938777 |
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650 | 0 |
_aHospitals—Administration. _938778 |
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650 | 0 |
_aHealth services administration. _935542 |
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650 | 1 | 4 |
_aFacility Management. _93482 |
650 | 2 | 4 |
_aPractice and Hospital Management. _938780 |
650 | 2 | 4 |
_aHealth Care Management. _935543 |
700 | 1 |
_aRui, Zhu. _eauthor. _4aut _4http://id.loc.gov/vocabulary/relators/aut _959757 |
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710 | 2 |
_aSpringerLink (Online service) _959758 |
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773 | 0 | _tSpringer Nature eBook | |
776 | 0 | 8 |
_iPrinted edition: _z9789811009556 |
776 | 0 | 8 |
_iPrinted edition: _z9789811009570 |
776 | 0 | 8 |
_iPrinted edition: _z9789811092930 |
856 | 4 | 0 | _uhttps://doi.org/10.1007/978-981-10-0956-3 |
912 | _aZDB-2-ENG | ||
912 | _aZDB-2-SXE | ||
942 | _cEBK | ||
999 |
_c80407 _d80407 |