TY  - JOUR
AB  - 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.
VL  - 1
IS  - 5
SN  - 0960-4529
DO  - 10.1108/09604529110028832
UR  - https://doi.org/10.1108/09604529110028832
AU  - Senior M.
AU  - Randall L.
PY  - 1991
Y1  - 1991/01/01
TI  - Hotel services in the NHS
T2  - Managing Service Quality: An International Journal
PB  - MCB UP Ltd
Y2  - 2024/05/07
ER  -