商学　６３‐１・２☆／５．冨田

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1 70 1 Donabedian1980 Parasuraman, Berry, and Zeithaml1988

2 71 1Donabedian Donabedian Donabedian1980 Donabedian Donabedian1980Donabedian1982 Donabedian1985 Donabedian1966

3 72 1 Donabedian1968, Donabedian Donabedian

4 EBMEvidence-based Medicine JCAHO

5 DPC QOL 2010

6 Regan Thomas

7 Grönroos1983Lewis and Booms1983 Parasuraman, Zeithaml, and Berry Parasuraman, Berry, and Zeithaml1988 SERVQUAL SERVQUAL SERVQUAL Carman1990 Babakus and Boller Cronin 7 and Taylor1992SERVQUAL SERVPERF 8 4 Parasuraman, Berry, and Zeithaml1991 Parasuraman, Zeithaml, and Berry1994 Cronin and Taylor1994

8 77 3 Parasuraman, Berry, and Zeithaml SERVQUAL 2010 SERVQUAL Parasuraman, Berry, and Zeithaml1988 SERVQUAL Carman SERVQUAL Smith Gooding1995 Singh1991 Babakus and Mangold

9 78 Smith Gooding1995 Lo and McKechnie SERVQUAL Parasuraman, Zeithaml, and Berry

10 Donabedian, Donabedian1980 2

11 Donabedian1980

12 81 4 Donabedian 1980 Parasuraman, Berry, and Zeithaml1988 Babakus, Emin and Gregory W. Boller1991,An Empirical Assessment of the SERVQUAL Scale,Journal of Business Research, Vol.24, pp Babakus, Emin and W. Glynn Mangold1992,Adapting the SERVQUAL Scale to Hospital Services : An Empirical Investigation,Health Services Research, Vol.26, No.6, pp Carman, James M.1990,Consumer Perceptions of Service Quality : An Assessment of the SERVQUAL Dimensions,Journal of Retailing, Vol.66, No.1, pp Cronin, J. Joseph Jr., and Steven A. Taylor1992,Measuring Service Quality : A Reexamination and Extension,Journal of Marketing, Vol.56, No.3, pp Cronin, J. Joseph Jr., and Steven A. Taylor1994, SERVPERF Versus SERVQUAL : Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality,Journal of Marketing, Vol.58, No.1, pp Donabedian, Avedis1966,Evaluating the Quality of Medical Care,Milbank Memorial Fund Quarterly, Vol.44, pp Donabedian, Avedis1968,Promoting Quality through Evaluating the Process of Patient Care,Medical Care, Vol.6, pp Donabedian, Avedis1980, Exploration in Quality Assessment and Monitoring, Vol.1, The Definition of Quality and Approaches to its Assessment, Ann Arbor, MI : Health Administration Press NPO 2007 Donabedian, Avedis1982Exploration in Quality Assessment and Monitoring, Vol.2, The Criteria and Standards of Quality, Ann Arbor, MI : Health Administration Press. Donabedian, Avedis1985, Exploration in Quality Assessment and Monitoring, Vol.3, The Methods and Findings of Quality Assessment and Monitoring : An Illustrated Analysis, Ann Arbor, MI : Health Administration Press.

13 82 Grönroos, Christian1983, Strategic Management and Marketing in the Service Sector, Cambridge, MA : Marketing Science Institute. Lewis, Robert C. and Bernard H. Booms1983,The Marketing Aspects of Service Quality,in Berry Leonard T., G. Lynn Shostack, and Gregory D. Upah eds., Emerging Perspective on Service Marketing, Chicago, IL : American Marketing Association, pp Lo, S. and S. McKechnie2007,Perceptions of Service Quality and Sacrifice in Patients with Minor Medical Conditions Using Emergency Care,International Journal of Clinical Practice, Vol.61, No.4, pp Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml1988SERVQUAL : A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality, Journal of Retailing, Vol.64, No.1, pp Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml1991,Refinement and Reassessment of the SERVQUAL Scale,Journal of Retailing, Vol.67, No.4, pp Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry1985,A Conceptual Model of Service Quality and its Implications for Future Research,Journal of Marketing, Vol.49, No.4, pp Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry1994,Reassessment of Expectations as a Comparison Standard in Measuring Service Quality : Implications for Future Research,Journal of Marketing, Vol.58, No.1, pp Regan, William J.1963,The Service Revolution,Journal of Marketing, Vol.27, No.3, pp Singh, Jagdip1991,Understanding the Structure of Consumers Satisfaction Evaluations of Service Delivery,Journal of the Academy of Marketing Science, Vol.19, No.3, pp Smith Gooding, Sandra K.1995,Quality, Sacrifice, and Value in Hospital Choice,Journal of Health Care Marketing, Vol.15, No.4, pp Smith Gooding, Sandra K.2000,Quality, Sacrifice, and Value in Hospital Choice : A Comparative Study of Rural and Suburban Consumer Perspectives,Journal of Hospital Marketing, Vol.13, No.2, pp Thomas, Dan R. E.1978,Strategy is Different in Service Business,Harvard Business Review, Vol.56, No.4, pp pp α 2003 Vol.40, No.2, pp pp EBM, Quality IndicatorQuality Indicator 2010 QI pp Vol.76, pp SERVQUAL Vol.4, No.1, pp Clinical Indicator Vol.48, No.2, pp

商業学会発表資料( ).ppt

商業学会発表資料( ).ppt 11 20121117 fujimura@ec.kagawa-u.ac.jp BB1 B2 B1B2 Lehtinen, U. and J. R. Laitamaki(1989),, Applications of Service Quality and Services Marketing in Health Care Organizations, D. T. Paul (ed.),

商学 ６３‐１・２☆／５．冨田

商学　６３‐１・２☆／５．冨田