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医疗顾客满意度指数测评理论模型研究 被引量:21

The study of measuring and evaluating theoretic model of medical cus-tom's satisfaction rate index
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摘要 顾客满意度指数模型旨在发现和确定影响CSI的因素,以及CSI和这些因素之间的作用机制。本文通过国外CSI模型的研究,以及分析了医疗服务行业特点和建立医疗服务业的CSI模型的意义,模拟建立我国医疗服务业的CSI理论模型,探索顾客满意理论在我国医疗服务业中的深入研究应用。
作者 刘桂瑛 王韬
出处 《中国卫生质量管理》 2005年第4期30-33,共4页 Chinese Health Quality Management
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