this journal is available at www.emeraldinsight.com/1754-2731.htm TQM 25‚5 The influence of airline service quality on passenger satisfaction and loyalty 520 The case of Uganda airline industry Juliet Namukasa Makerere University Business School‚ Kampala‚ Uganda Abstract Purpose – The general objective of this study was to examine the influence of airline service quality on passenger satisfaction and loyalty. To achieve this‚ the research was guided by four specific objectives
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reasonably be prevented or cured within the limits of resources likely to be made available. 2 VISION 2020 INDIA XIIth PlanTeam: Team Leader: Mr RD Thulasiraj‚ Aravind Eye Care System‚ Ms Elizabeth Kurian‚ Sightsavers International‚ Col. (Dr) Madan Deshpande‚ PBMA’s HV Desai Eye Hospital‚ Mr Paritosh Das‚ JPM Rotary Club of Cuttack Eye Hospital & Research Institute‚ Dr Asim Sil‚ Vivekananda Mission Ashram‚ Dr Rajesh Noah Overall Guidance from Dr GN Rao 1 1 1. INTRODUCTION………………………………………………………………………
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contemporary British society today. In particular I will want to focus on Residential homes and Older People in Community Care services. I will define residential homes and explain how they have become established from the Poor Law workhouses until present day. I will also discuss relevant government legislation with the viewpoints of older people’s pressure groups and the service users who use residential homes. I will try and suggest changes that could be made in social policy that could help advantage
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OPERATIONS MANAGEMENT CASE 1 Shouldice Hospital Introduction Shouldice Hospital‚ set up in 1945 by Dr. Earl Shouldice‚ is located near Toronto. It follows the business model of focus on a single standardised service for a narrow target of consumers‚ rather than to provide customised solution (as in a general clinic or hospital). It focuses on providing quick‚ convenient‚ and reliable cure for external types of abdominal hernias. The Hospital uses its own technique‚ called the Shouldice
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6/21/12 IBS Case Studies IBS Hyderabad Date: 21/06/2012 Time: 23:52:14 ITSY/041 IBS Center for Management Research License to use IBS Hyderabad for Sem I‚ class of 2014 Bumrungrad’s Hospital 2000 Information System This case was written by K. Prashanth‚ under the direction of Vivek Gupta‚ IBS Center for Management Research. It was compiled from published sources‚ and is intended to be used as a basis for class discussion rather than to illustrate either effective or ineffective
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Case of the Unhealthy Hospital Anthony R. Kovner Harvard Business Review No. 91506 SEPTEMBER–OCTOBER 1991 HBR Anthony R. Kovner The Case of the Unhealthy Hospital Bruce Reid‚ Blake Memorial Hospital’s new CEO‚ rubbed his eyes and looked again at the 1992 budget worksheet. The more he played with the figures‚ the more pessimistic he became. Blake Memorial’s financial health was not good; it suffered from rising costs‚ static revenue‚ and declining quality of care. When the board
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and supplied to remain current. In addition‚ continued training‚ meetings and seminars are frequently offered to Kumon Franchisees so that they may run and market their businesses effectively. The Business Information The type of business is a service-oriented business which is provides education Mathematics and English reading programs using the KUMON Method of
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From hospital Administration to hospital management From following rules and prescribed processes and procedures to independent thinking responsive individuals empowered to make decisions. Why do hospitals need this. For example in a hospital like JMJ it is run by the nuns on traditional hospital administration basis. People in pathology for example do not like the way things are operating. As increased customer demands and pull for higher standards of service increase it creates forces that
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Effect of anxiety in eye witness testimony Eyewitness Testimony refers to witnesses who are asked to give testimonies in court to particular crimes. Anxiety is amongst several other factors that can affect the accuracy of EWT. Depending on the anxiety level a witness has experienced‚ their recall level can either be more or less accurate. Loftus 1979‚ investigated the effect of anxiety on eye witness testimony accuracy. She asked participants to sit outside a laboratory where they thought they
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AND U DINESH KUMAR APOLLO HOSPITALS: DIFFERENTIATION THROUGH HOSPITALITY The ‘‘wow’’ factor in service relies on constant innovation and demands continuous and sensitive focus on all issues that may affect the patient’s stay in a hospital. Every touch point of the hospital needs to be ‘‘alive’’ and the client must be able to feel the warmth offered. The culture of service is imperative in today’s scenario‚ where the differentiators could just be the manner in which services are offered. All the major
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