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000755376 020__ $$a9789811009563$$q(electronic book)
000755376 020__ $$a9811009562$$q(electronic book)
000755376 020__ $$z9789811009556
000755376 035__ $$aSP(OCoLC)ocn949884351
000755376 035__ $$aSP(OCoLC)949884351
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000755376 049__ $$aISEA
000755376 050_4 $$aRA967.75
000755376 08204 $$a362.11068$$223
000755376 1001_ $$aLow, Sui Pheng,$$eauthor.
000755376 24510 $$aService quality for facilities management in hospitals$$h[electronic resource] /$$cLow Sui Pheng, Zhu Rui.
000755376 264_1 $$aSingapore :$$bSpringer,$$c2016.
000755376 300__ $$a1 online resource (xiv, 146 pages) :$$billustrations
000755376 336__ $$atext$$btxt$$2rdacontent
000755376 337__ $$acomputer$$bc$$2rdamedia
000755376 338__ $$aonline resource$$bcr$$2rdacarrier
000755376 504__ $$aIncludes bibliographical references.
000755376 5050_ $$aIntroduction -- Facilities Management and Singapore's Healthcare System -- SERVQUAL, the Kano model and QFD -- Conceptual Framework -- Research Methodology -- Data Analysis -- Discussions -- Conclusions.
000755376 506__ $$aAccess limited to authorized users.
000755376 520__ $$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.
000755376 588__ $$aOnline resource; title from PDF title page (SpringerLink, viewed May 18, 2016).
000755376 650_0 $$aHealth facilities$$xQuality control.
000755376 650_0 $$aHealth facilities$$xManagement.
000755376 7001_ $$aRui, Zhu,$$eauthor.
000755376 77608 $$iPrint version:$$aSui Pheng, Low.$$tService quality for facilities management in hospitals.$$dSingapore : Springer, c2016$$z9789811009556$$w2016937379
000755376 852__ $$bebk
000755376 85640 $$3SpringerLink$$uhttps://univsouthin.idm.oclc.org/login?url=http://link.springer.com/10.1007/978-981-10-0956-3$$zOnline Access$$91397441.1
000755376 909CO $$ooai:library.usi.edu:755376$$pGLOBAL_SET
000755376 980__ $$aEBOOK
000755376 980__ $$aBIB
000755376 982__ $$aEbook
000755376 983__ $$aOnline
000755376 994__ $$a92$$bISE