Westbrook K W, Pedrick D, Bush V
University of Memphis, TN, USA.
J Health Care Mark. 1996 Winter;16(4):30-7.
This study defines a company's quality orientation as "all process-related activities that can be discerned by customers." This even includes certain processes internal to the company that can be seen and evaluated by customers. One significant contribution this study provides is scale development centered on customer rather than employee perceptions. To generate scale items, input was gathered from experts involved in the study, senior managers employed with the target company, focus groups of employees working on the front line with customers, and users of the services. Because the sale measures customer perceptions of quality in comparison with the firm's closest competitor, it provides managers with information for benchmarking performance relative to others in the marketplace.
本研究将公司的质量导向定义为“客户能够识别的所有与流程相关的活动”。这甚至包括公司内部某些客户能够看到并评估的流程。本研究的一项重要贡献是开发了以客户而非员工认知为中心的量表。为了生成量表项目，研究收集了参与研究的专家、目标公司聘用的高级管理人员、与客户直接接触的一线员工焦点小组以及服务用户的意见。由于该量表衡量的是客户对质量的认知，并与公司最接近的竞争对手进行比较，因此它为管理人员提供了相对于市场上其他公司进行绩效基准测试的信息。
