@article{doi:10.1001/jama.281.7.661,
author = {Kenagy JW and Berwick DM and Shore MF},
title = {SErvice quality in health care},
journal = {JAMA},
volume = {281},
number = {7},
pages = {661-665},
year = {1999},
doi = {10.1001/jama.281.7.661},
URL = { + http://dx.doi.org/10.1001/jama.281.7.661},
eprint = {/data/Journals/JAMA/4599/JPP80017.pdf}
}