LEADER 03686nam  22005535  450 
001 9910254216703321
005 20200630233819.0
010   $a981-10-0956-2
024 7 $a10.1007/978-981-10-0956-3
035   $a(CKB)3710000000667685
035   $a(DE-He213)978-981-10-0956-3
035   $a(MiAaPQ)EBC4528188
035   $a(PPN)194075702
035   $a(EXLCZ)993710000000667685
100   $a20160512d2016      u|         0
101 0 $aeng
135   $aurnn|008mamaa
181   $ctxt$2rdacontent
182   $cc$2rdamedia
183   $acr$2rdacarrier
200 10$aService Quality for Facilities Management in Hospitals /$fby Low Sui Pheng, Zhu Rui
205   $a1st ed. 2016.
210  1$aSingapore :$cSpringer Singapore :$cImprint: Springer,$d2016.
215   $a1 online resource (XIV, 146 p. 17 illus.) 
311   $a981-10-0955-4 
320   $aIncludes bibliographical references at the end of each chapters.
327   $aIntroduction -- Facilities Management and Singapore?s Healthcare System -- SERVQUAL, the Kano model and QFD -- Conceptual Framework -- Research Methodology -- Data Analysis -- Discussions -- Conclusions.
330   $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.
606   $aFacility management
606   $aMedicine$xPractice
606   $aHealth services administration
606   $aHealth services administration
606   $aFacility Management$3https://scigraph.springernature.com/ontologies/product-market-codes/T23063
606   $aPractice and Hospital Management$3https://scigraph.springernature.com/ontologies/product-market-codes/H68000
606   $aHealth Care Management$3https://scigraph.springernature.com/ontologies/product-market-codes/527030
615  0$aFacility management.
615  0$aMedicine$xPractice.
615  0$aHealth services administration.
615  0$aHealth services administration.
615 14$aFacility Management.
615 24$aPractice and Hospital Management.
615 24$aHealth Care Management.
676   $a658.2
700   $aSui Pheng$b Low$4aut$4http://id.loc.gov/vocabulary/relators/aut$0929407
702   $aRui$b Zhu$4aut$4http://id.loc.gov/vocabulary/relators/aut
906   $aBOOK
912   $a9910254216703321
996   $aService Quality for Facilities Management in Hospitals$92517801
997   $aUNINA