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020			_a9789811009563
040			_aES-MaUEC
050		4	_aRA967.75 _bS857 2016 EB
082	0	4	_a658.2
090			_aRA967.75 _bS857 2016
100	1		_aSui Pheng, Low _0Local _9100887
245	1	0	_aService Quality for Facilities Management in Hospitals _cby Low Sui Pheng, Zhu Rui
260			_aSingapore _bSpringer _c2016
300			_a1 recurso en línea (XIV, 146 p.) 17 il.
336			_aTexto (visual) _btxt _2rdacontent
337			_aelectrónico _bc _2rdamedia
338			_arecurso electrónico _bcr _2rdacarrier
338			_aonline resource _bcr _2rdacarrier
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		7	_aServicios de salud _xAdministración _2embne _9188538
650	0	7	_aIngeniería _vCongresos y asambleas _0LocalX _2embne _9670301
700	1		_aRui, Zhu _0Local _9100888
856	4	0	_uhttps://go.openathens.net/redirector/universidadeuropea.es?url=https://link.springer.com/book/10.1007/978-981-10-0956-3 _zAcceso a este recurso digital (usuarios Universidad Europea de Madrid)
901			_ai9789811009563
907			_a.b12961292 _b10-10-17 _c21-11-16
942			_2lcc _cLE
945			_aRA967.75 S857 2016 EB _g1 _ieBOOK _j0 _lmae _o- _pEUR0.00 _q- _r- _sb _t15 _u0 _v0 _w0 _x0 _y.i1161660x _z30-06-17
988	0	0	_aEBOOK, EBSPRINGER
998			_am _a_alco _a_vill _b - - _cm _dz _e- _feng _gsi _h0