Service Quality in Health Care

Built to last: Successful habits of visionary companies

1996 • 2,294 citations

Why Satisfied Customers Defect

1995 • 2,062 citations

Error in medicine.

1994 • 2,020 citations

Leadership Without Easy Answers

2009 • 1,987 citations

The profitable art of service recovery.

1990 • 1,470 citations

Expanding Patient Involvement in Care

1985 • 1,388 citations

The Service Profit Chain: How Leading Companies Link Profit and Growth to Loyalty, Satisfaction and Value

1999 • 1,192 citations

Evidence suggesting that health education for self‐management in patients with chronic arthritis has sustained health benefits while reducing health care costs

1993 • 879 citations

Calibrating the Physician

1997 • 450 citations

Randomised comparison of guided self management and traditional treatment of asthma over one year

1996 • 371 citations

Calibrating the physician. Personal awareness and effective patient care. Working Group on Promoting Physician Personal Awareness, American Academy on Physician and Patient

1997 • 370 citations

Effects of psychoeducational care for adult surgical patients: A meta-analysis of 191 studies

1992 • 366 citations

Patient perception of involvement in medical care

1989 • 343 citations

Health care quality. Incorporating consumer perspectives

1997 • 335 citations

What Information Do Consumers Want and Need?

1996 • 253 citations

Rethinking Medicine

1995 • 234 citations

On the nature of organizations

1974 • 215 citations

Physician Satisfaction With Primary Care Office Visits

1993 • 197 citations

Some Correlates of Experienced Job Stress: A Boundary Role Study.

1979 • 197 citations

The Relationship Between Meeting Patients' Information Needs and their Satisfaction with Hospital Care and General Health Status Outcomes

1996 • 173 citations

Trust And Trustworthy Care In The Managed Care Era

1997 • 156 citations

Through the patient's eyes.

1997 • 143 citations

Market Driven Health Care: Who Wins, Who Loses in the Transformation of America's Largest Service Industry

1996 • 141 citations

How Satisfying Is the Practice of Internal Medicine?

1991 • 101 citations

The Public's View of the Future of Health Care

1988 • 54 citations

Ritz-Carlton: Using Information Systems to Better Serve the Customer

1994 • 9 citations

British Airways: Using Information Systems to Better Serve the Customer

1994 • 5 citations