Although US health care is described as
"the world's largest service industry," the quality of
service—that is, the characteristics that shape the experience of care
beyond technical competence—is rarely discussed in the medical
literature. This article illustrates service quality principles by
analyzing a routine encounter in health care from a service quality
point of view. This illustration and a review of related literature
from both inside and outside health care has led to the following 2
premises: First, if high-quality service had a greater presence in our
practices and institutions, it would improve clinical outcomes and
patient and physician satisfaction while reducing cost, and it would
create competitive advantage for those who are expert in its
application. Second, many other industries in the service sector have
taken service quality to a high level, their techniques are readily
transferable to health care, and physicians caring for patients can
learn from them.
Register and get free email Table of Contents alerts, saved searches, PowerPoint downloads, CME quizzes, and more
Subscribe for full-text access to content from 1998 forward and a host of useful features
Activate your current subscription (AMA members and current subscribers)
Purchase Online Access to this article for 24 hours
Some tools below are only available to our subscribers or users with an online account.
Download citation file:
Web of Science® Times Cited: 83
Customize your page view by dragging & repositioning the boxes below.
More Listings atJAMACareerCenter.com >
and access these and other features:
Enter your username and email address. We'll send you a link to reset your password.
Enter your username and email address. We'll send instructions on how to reset your password to the email address we have on record.
Athens and Shibboleth are access management services that provide single sign-on to protected resources. They replace the multiple user names and passwords necessary to access subscription-based content with a single user name and password that can be entered once per session. It operates independently of a user's location or IP address. If your institution uses Athens or Shibboleth authentication, please contact your site administrator to receive your user name and password.