Service quality: Understanding and implementing the concept in the clinical laboratory

Academic Article


  • The increasingly competitive health-care marketplace has mandated that health-care managers pay careful attention to the issue of quality from the perspective of the consumer. The importance of this issue is underscored by the fact that numerous health-care institutions and associations have recently begun to recognize the urgent need to obtain a greater understanding of service quality in a health-care situation. This article suggests means to understand, identify, improve, and implement effective approaches to this vital aspect of the marketing mix.
  • Author List

  • O'Connor SJ
  • Start Page

  • 329
  • End Page

  • 335
  • Volume

  • 3
  • Issue

  • 6