Examines the perceptual blueprinting technique and its potential for monitoring, improving and controlling service quality within the healthcare community. Outlines the model for perceptual blueprinting in its four stages and describes the implications of possible results of using the system. Points out that managers can either use the technique as a diagnostic tool to identify service fail‐points, or, more ambitiously, it can be used in conjunction with quality circles.
Senior, M. and Randall, L. (1991), "Hotel services in the NHS", Managing Service Quality: An International Journal, Vol. 1 No. 5. https://doi.org/10.1108/09604529110028832Download as .RIS
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