Want to learn more about issues relating to customer satisfaction, employee satisfaction, service standards and surveying? Here we have listed some interesting and informative publications and presentations for you.
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Latest articles
Customer relationships are like love - Posted 7 May, 2007
Gagné has discovered that there is a tendency to eulogise the qualities of our loved ones and this increases at crunch times in our relationships. It is proposed that the benefits of a love partnership are very similar to those in a business relationship in that the outcomes of collaboration exceed the ability of an individual's achievements.
Internet verses Mailed questionnaires: A randomized comparison
The use of Internet-based questionnaires for collection of data to evaluate patient education and other interventions has increased in recent years. Many self-report instruments have been validated using paper-and-pencil versions, but we cannot assume that the psychometric properties of an Internet-based version will be identical.
Latest presentations
Improving Health through Research with Impact: Esomar Congress 2008 – Posted 29 September, 2008
This presentation was delivered at Esomar's 2008 Congress by Tom Holman. It reports on UltraFeedback's use of "impact" measurements to adjust patient care approaches, and describes the health profiles identified by UltraFeedback as part of the Healthy Australia research. Click here to view the presentation.
Delivering a health service using 'one size fits all': is this working with consumers?: 10th Annual Health Congress 2008 – Posted 29 September, 2008
Dr Jenny Bartlett and Mike Brooke presented this paper at the 10th annual Health Congress in Sydney in August 2008. It addressed questions such as - Health consumers are moving from 'dependent' to 'selective' use of health services - what does this mean for health planners? How do health consumers look, sound, think, feel and react, as they interact with our health system - or not...?
Archived articles
See full list of archived articles
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