« Previous
Next »
Diagnostic Histopathology
Volume 14, Issue 7
, Pages 308-315
, July 2008
The quality of customer service in anatomic pathology
References
- . An experimental study of customer effort, expectations and satisfaction. J Mark Res. 1965;2:244–249
- The importance of customer service. The Times 100. Available from: http://www.thetimes100.co.uk/theory/theory–the-importance-customer-service–414.php(accessed 20.08.07)
- . It’s customer loyalty stupid: nurturing and measuring what really matters. Natl Prod Rev. 1995;4:39–59
- National Customer Service Awards home page. Available from: http://www.customerserviceawards.com(accessed 20.08.07)
- . Companies that love their customers. Available from: http://www.fastcompany.com/customer(accessed 22.08.07)
- . Customer satisfaction with patient care: “Where’s the Beef?”. J Hosp Mark Public Relations. 2006;17:79–107
- . Hospital nursing satisfaction with clinical laboratory services: a College of American Pathologists Q-Probes study of 162 institutions. Arch Pathol Lab Med. 2006;130:1756–1761
- . A model for consolidation of clinical microbiology laboratory services within a multihospital health-care system. Clin Leadersh Manag Rev. 2004;8:211–215
- . Customer satisfaction in anatomic pathology. A College of American Pathologists Q-Probes study of 3065 physician surveys from 94 laboratories. Arch Pathol Lab Med. 2003;127:23–29
- . Effect of staff attitudes on quality in clinical microbiology services. Br J Biomed Sci. 2002;59:69–75
- . Reference laboratory telephone service quality. Arch Pathol Lab Med. 2001;125:608–612
- Nakleh RE, Souers R, Ruby SG. Physician satisfaction with surgical pathology reports: a 2-year College of American Pathologists Q-Tracks Study. Arch Pathol Lab Med, Submitted for publication.
- . Physician satisfaction with clinical laboratory services: data analysis and critique. 99-3, Q-Probes. Northfield III: College of American Pathologists; 1999;
- . For consumers. Available from: http://www.leapfroggroup.org/for_consumers(accessed 22.08.07)
- . Choosing a doctor. Available from: http://www.ahcpr.gov/consumer/qntascii/qntdr.htm(accessed 22.08.07)
- . Surgical pathology extradepartmental consultation practices. A College of American Pathologists Q-Probes study of 2746 consultations from 180 laboratories. Arch Pathol Lab Med. 2002;126:405–412
- . Achieving excellent customer service through education, competency assessment, and accountability. MLO Med Lab Obs. 1999;31:41–56
- . Moral intelligence: enhancing business performance and leadership success. Upper Saddle River. Philadelphia: Wharton School Publishing; 2005;170–172
- . Service quality to service loyalty: a relationship which goes beyond customer services. Total Qual Manag Bus Excel. 1998;9:431–443
- . Service quality and customer loyalty in the commercial air industry. J Travel Res. 1993;32:16–24
- . Evaluative and relational influences on service loyalty. Int J Serv Ind Manag. 2001;12:310–327
- . The importance of customer opinion. Management issues. Available from: http://management-issues.com/2006/5/25/opinion/the-importance-of-customer-opinion.asp(accessed 04.09.07)
- . Corporate responsibility report 2006. Available from: http://www.nationalexpressgroup.com/nx/cr/cr_reports/csr2006/csr2006.pdf(accessed 24.09.07)
- . Post-complaint processes: from organizational response to repurchase behavior. J Consum Aff. 1987;21:293–313
- . Determining customer satisfaction in anatomic pathology. Arch Pathol Lab Med. 2006;130:645–649
- . Clinicians are from Mars and pathologists are from Venus. Arch Pathol Lab Med. 2000;124:1040–1046
- . Inter-institutional comparison of surgical biopsy diagnosis turnaround time. A College of American Pathologists Q-Probes study of 5384 surgical biopsies in 157 small hospitals. Arch Pathol Lab Med. 1998;122:951–956
- . To err is human: building a safer health system. Washington DC: National Academy Press; 2000;
- . Physician satisfaction and emergency department laboratory test turnaround time: observations based on College of American Pathologists Q-Probes studies. Arch Pathol Lab Med. 2001;125:863–871
- . From customer satisfaction survey to corrective actions in laboratory services in a university hospital. Int J Qual Health Care. 2006;18:422–428
- . About Q-Probes. Available from: http://www.cap.org/apps/cap.portal?_nfpb=true&cntvwrPtlt_actionOverride=%2Fportlets%2FcontentViewer%2Fshow&_windowLabel=cntvwrPtlt&cntvwrPtlt%7BactionForm.contentReference%7D=q_probes%2Fqprobes_desc.html&_state=maximized&_pageLabel=cntvwr(accessed 24.09.07)
- . Non-gynecologic cytology turnaround time: a College of American Pathologists Q-Probes study of 180 laboratories. Arch Pathol Lab Med. 2001;125:1279–1284
- . Gynecologic cytology turnaround time: a College of American Pathologists Q-Probes study of 371 laboratories. Arch Pathol Lab Med. 1999;123:682–686
- . Inter-institutional comparison of frozen section turnaround time. A College of American Pathologists Q-Probes study of 32868 frozen sections in 700 hospitals. Arch Pathol Lab Med. 1996;121:559–567
- . Intralaboratory timeliness of surgical pathology reports: results of two College of American Pathologists Q-Probes studies of biopsies and complex specimens. Arch Pathol Lab Med. 1996;120:234–244
- . Quality assurance of autopsy permit form information, timeliness of performance and issuance of preliminary report: a College of American Pathologists Q-Probes study of 5434 autopsies from 452 institutions. Arch Pathol Lab Med. 1996;120:346–352
- . Quality assurance of autopsy face sheet reporting, final autopsy report turnaround time and autopsy rates: a College of American Pathologists Q-Probes study of 10,003 autopsies from 418 institutions. Arch Pathol Lab Med. 1996;120:1003–1008
- . Physician goals and lab.oratory test turnaround times: a College of American Pathologists Q-Probes study of 2763 clinicians and 722 institutions. Arch Pathol Lab Med. 1993;117:22–28
- . Timeliness of clinical laboratory tests: a discussion based on five College of American Pathologists Q-Probes studies. Arch Pathol Lab Med. 1995;119:918–923
- . Customer-focused leading indicators. The lean executive. Lean affiliates. Available from: http://leanexecutive.com/blog/?p=94(accessed 08.09.07)
- . Supply chain management: monitoring strategic partnering contracts with activity-based measures. Manag Account Q. Fall 2006;Available from: http://findarticles.com/p/articles/mi_m0OOL/is_1_8/ai_n17134519(accessed 11.09.07)
- . Using outlier events to monitor test turnaround time: A College of American Pathologists Q-Probes study in 495 laboratories. Arch Pathol Lab Med. 1999;123:607–614
- . Morning rounds inpatient test availability: a College of American Pathologists Q- Probes study of 79 860 morning CBC and electrolyte test results in 367 institutions. Arch Pathol Lab Med. 2000;124:499–503
- . Continuous monitoring of stat and routine outlier turnaround times: two College of American Pathologists Q-TRACKS monitors in 291 hospitals. Arch Pathol Lab Med. 2004;128:621–626
- . A framework for managing customer expectations. J Market Focused Management. 1996;1:137–158
- . A multistage model of customer’s assessment of service quality and value. J Consum Res. 1991;17:365–384
- . Follow-up of abnormal gynecologic cytology: a College of American Pathologists Q-Probes study of 16,132 cases from 306 laboratories. Arch Pathol Lab Med. 2000;124:665–671
- . The Toyota way. New York: McGraw Hill; 2004;28–29
- Improving the management of chronic disease at community health centers. N Engl J Med. 2007;356:921–934
- College of American Pathologists. Question GEN.20368, Laboratory General Checklist, College of American Pathologists Commission on Laboratory Accreditation, Laboratory Accreditation Program. Available from: http://www.cap.org/apps/docs/laboratory_accreditation/checklists/laboratory_general_october2006.doc(accessed 06.09.07)
- The Joint Commission. Standards LD.3.20 and LD.4.230, 2009 Leadership Chapter, Laboratory Program. Available from: http://www.jointcommission.org/NR/rdonlyres/05E51F74-5712-4203-B95F-3B6D9A408632/0/09_ld_lab_prepubstds.pdf(accessed 06.09.07)
- . Available at: http://www.google.com/search?client=firefox-a&rls=org.mozilla%3Aen-US%3Aofficial&channel=s&hl=en&q=how+to+deliver+a+customer+satisfaction+survey&btnG=Google+Search(accessed 26.08.07)
- . Past Q-Probes studies – customer satisfaction. Available from: http://www.cap.org/apps/cap.portal?_nfpb=true&cntvwrPtlt_actionOverride =%2Fportlets%2FcontentViewer%2Fshow&_windowLabel=cntvwrPtlt&cntvwrPtlt%7BactionForm.contentReference%7D=q_probes%2Fcustomer_satisfaction.html&_state=maximized&_pageLabel=cntvwr(accessed 15.08.07)
- In: Nakhleh RE, Fitzgibbons PL editor. Quality management in anatomic pathology: promoting patient safety through systems improvement and error reduction. Northfield, Ill: College of American Pathologists; 2005;p. 71
- . Learning to lead at Toyota. Harv Bus Rev. 2004;82:78–86
- . Q-methodology to measure physician satisfaction with hospital laboratory services at a Midwest academic health center hospital. Lab Med. 2005;36:361–365
- Press Ganey. Available from: http://www.pressganey.com/(accessed 02.09.07)
PII: S1756-2317(08)00089-3
doi: 10.1016/j.mpdhp.2008.06.004
© 2008 Elsevier Ltd. All rights reserved.
« Previous
Next »
Diagnostic Histopathology
Volume 14, Issue 7
, Pages 308-315
, July 2008

