Académique Documents
Professionnel Documents
Culture Documents
Management
References
Fitzsimmons & Fitzsimmons (1998). Service
Management 2ed., Irwin/McGraw-Hill.
Metters, King-Metters, Pullman, Walton (2006).
Successful Service Operations Management
2ed., Thomson.
Nelson. (2005). BaldrigeJust What the Doctor
Ordered. Quality Progress.
Sower, Duffy, Kohers, et al. (2001). The
Dimensions of Service Quality for Hospitals
Health Care Management Review.