Internal Service Quality: Insights from Healthcare Sector (Record no. 52987)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01780nam a2200205 4500 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20191129145615.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 191129b ||||| |||| 00| 0 eng d |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Srivastava, Shefali |
| 9 (RLIN) | 35222 |
| 245 ## - TITLE STATEMENT | |
| Title | Internal Service Quality: Insights from Healthcare Sector |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 294-312 p. |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc | This article aims to identify dimensions of internal service quality (ISQ) which can be operationalized to deliver healthcare services. This article conceptualizes and assesses the relationship among ISQ, internal customer satisfaction and organizational performance. A 41-item questionnaire has been circulated among the Indian healthcare service providers including doctors, nurses and system staff and 237 valid responses had been received. Structural equation modelling (SEM) has been used to assess the interrelationship among constructs. Results show that high performance work environment, professionalism and collaboration, accountability and commitment and knowledge and competence are the specific dimensions that affect the ISQ. Among these dimensions, high performance work environment comes out to be the most important. It is inferred that ISQ influences organizational performance with the mediating role of internal customer satisfaction. The article highlights the autopoietic nature of the system where knowledge dissemination becomes the most relevant prerequisite for delivering quality care. |
| 653 ## - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | Internal service quality |
| Uncontrolled term | customer satisfaction |
| Uncontrolled term | organizational performance |
| Uncontrolled term | healthcare |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | Prakash, Gyan |
| 9 (RLIN) | 35223 |
| 773 0# - HOST ITEM ENTRY | |
| Host Biblionumber | 29022 |
| Host Itemnumber | 75299 |
| Main entry heading | SAGE PUBLICATIONS |
| Place, publisher, and date of publication | NEW DELHI SAGE PUBLICATIONS 2012 |
| Other item identifier | 55510585 |
| Title | JOURNAL OF HEALTH MANAGEMENT |
| International Standard Serial Number | 0972-0634 |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Journal Article |
| Withdrawn status | Lost status | Source of classification or shelving scheme | Damaged status | Not for loan | Home library | Current library | Date acquired | Total Checkouts | Full call number | Barcode | Date last seen | Price effective from |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Dewey Decimal Classification | Main Library | Main Library | 29/11/2019 | Vol 21, No 2/ 55510585JA8 | 55510585JA8 | 29/11/2019 | 29/11/2019 |