Title
Customer satisfaction measurement instruments
Abstract
With today's focus on cost efficiencies, the health care industry tends to adopt standardized measurement instruments. Market researchers develop a customer satisfaction measurement instrument for the first identifiable segment within the industry. The instrument is then propagated to all other seemingly like segments. From a historical perspective, health care's current approach parallels manufacturing's first efforts to standardize measurements. The Industrial Revolution, which introduced the world to standardization, aimed to produce large amounts of affordable merchandise as inexpensively as possible. This aim led industry to a one-size-fits-all manufacturing model.
Document Type
Article
Publication Date
2-1-2000
Recommended Citation
Jeffries, Rella D., and Patrick R. Sells. "Customer satisfaction measurement instruments." Quality Progress 33, no. 2 (2000): 118.
Journal Title
Quality Progress
