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Total quality management and custome...

Eichinger, Renate Angelica.

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Total quality management and customer service standards in long-term care food service: The extrapolation of innovations in management.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	Total quality management and customer service standards in long-term care food service: The extrapolation of innovations in management./
作者:	Eichinger, Renate Angelica.
面頁冊數:	128 p.
附註:	Source: Masters Abstracts International, Volume: 36-03, page: 0705.
Contained By:	Masters Abstracts International36-03.
標題:	Gerontology. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1387834
ISBN:	0591674750

Total quality management and customer service standards in long-term care food service: The extrapolation of innovations in management.
Eichinger, Renate Angelica.

Total quality management and customer service standards in long-term care food service: The extrapolation of innovations in management. - 128 p.

Source: Masters Abstracts International, Volume: 36-03, page: 0705.

Thesis (M.S.)--University of Southern California, 1997.

This study evaluated the impact of a TQM-type training program on resident and staff satisfaction within the dietary department of a long term care facility. Six resident and ten staff variables were examined before and after the intervention. No change was found to be significant. Despite the lack of empirical evidence, future attempts at improving customer service standards as a component of quality care are imperative. Unprecedented changes in the long term care market are creating a need for customer service skills--skills which are new to the industry. While links exist between health status, adequate nutrition, ingestion of meals and enjoyable dining experiences, not many providers are training food service workers in the basics of customer service. With the recent adaptation of TQM tactics to long term care, a slow shift in management focus is taking place as the most innovative providers prepare for the future.

ISBN: 0591674750Subjects--Topical Terms:

533633
Gerontology.

Total quality management and customer service standards in long-term care food service: The extrapolation of innovations in management.
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