Loterre: SAGE: perceptual gaps in services quality

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perceptual gaps in services quality

Health care quality is ultimately in the eye of the beholder. The concept of quality in health care has continued to advance and change as providers, consumers, regulatory agencies, and payer groups have maintained their interest in the topic, but it is the understanding of quality from the customer perspective that is currently emerging as a critical issue in health services delivery. [Source: Encyclopedia of Health Care Management; Perceptual Gaps in Services Quality]

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