Customer Satisfaction and Resource Productivity in Health Care

Abstract

An examination is conducted of customer dependency followed by an analysis of what can create customer satisfaction. The problems caused for enhancing productivity are then explored in terms of customisation and standardisation, resulting in conclusions about system design to deliver both customer satisfaction and productivity.

Citation

Morris, B. (1989), "Customer Satisfaction and Resource Productivity in Health Care", International Journal of Health Care Quality Assurance, Vol. 2 No. 3. https://doi.org/10.1108/EUM0000000002002