REFERENCES
- Cooper, D.R., & Emory, W.C. (1995). Business research methods (5th ed.). Chicago: Irwin.
- Courts, N.F. (1995). Steps to a patient satisfaction survey. Nursing Management, 26(9), 6400-64PP.
- Developing a patient measurement system for the future: An interview with Eugene C. Nelson, Dsc, MPH. (1993). The Joint Commission Journal on Quality Improvement, 19, 368–373.
- Dolinsky, A.L. (1995). Complaint intensity and health care services: A framework to establish priorities for quality improvements can be used to improve patient satisfaction. Journal of Health Care Marketing, 15(2), 42–47.
- Dull, V.T., Lansky, D., & Davis, N. (1994). Evaluating a patient satisfaction survey for maximum benefit. The Joint Commission Journal on Quality Improvement, 20, 444–453.
- Huber, S.A. (1996). Surveying patient satisfaction. The American Academy of Orthopaedic Surgeons Bulletin (January 1). Available on-line: http://www.aaos.org/wordhtmUmngdcare/patsatis.htm
- Keith, R.A. (1998). Patient atisfaction and rehabilitation ser-vices. Archives of Physical Medicine and Rehabilitation, 79, 1122–1128.
- Kennedy, M. (1996). Designing surveys for maximal satisfac-tion: An interview with Allyson Ross Davies. The Joint Commission Journal on Quality Improvement, 22, 369–373.
- Leebov, W., & Scott, G. (1994). Service quality improvement: The customer satisfaction strategy for health care. Chi-cago: American Hospital.
- Nelson, C.W., & Niederberger, J. (1990). Patient satisfaction surveys: An opportunity for total quality improvement. Hospital & Health Services Administration, 35, 409–427.
- Smith, J.A., Scammon, D.L., & Beck, S.L. (1995). Using patient focus groups for new services. The Joint Commis-sion Journal on Quality Improvement, 21, 22–31.
- Steiber, SR., & Krowinski, W.J. (1990). Measuring and man-aging patient satisfaction. Chicago: American Hospital.
- Rao, P.R., Blosser, J., & Huffman, N. (1997). Measuring consumer satisfaction. In C.M. Frattali (Ed.), Measuring outcomes in speech-language pathology (pp. 89–112). New York: Thieme Medical.
- Rao, P., Goldsmith, T., Wilkerson, D., & Hildebrandt, L. (1992). How to keep your customer satisfied: Consumer satisfaction survey. Hearsay: Journal of the Ohio Speech and Hearing Association, 7(1), 34–51.
- Vuori, H. (1994). The many faces of quality. World Health, 47(5), 10–11.
- Wadell, D., & Palmer, K. (1996). Provider empathy for a quality network: Merit behavioral care's new focus on a key to patient satisfaction. Behavioral Health Management, 16(4), 14–15.