Rethinking Satisfaction Surveys: Time to Next Complaint

Farrokh Alemi; Patrick Hsurd

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Rethinking Satisfaction Surveys: Time to Next Complaint

机译：重新思考满意度调查：下一次投诉的时间

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In recent decades, progress has been made in incorporating the customer's voice into measures of quality, typically in the form of standardized and reliable satisfaction surveys. Satisfactionrnsurveys are used in improvement efforts to trace whether changes in care processes have led to improvement and to a health care organization's performance-both of which can also be addressed by analyses of complaints.

机译：近几十年来，在将客户的声音纳入质量衡量标准方面取得了进展，通常以标准化和可靠的满意度调查的形式进行。满意度调查用于改善工作中，以追踪护理流程的变化是否导致了改善以及卫生保健组织的绩效，这两者都可以通过投诉分析来解决。

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《The joint commission journal on quality and patient safety》 |2009年第3期|156-161|共6页
作者
Farrokh Alemi; Patrick Hsurd;
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作者单位

Department of Health Systems Administration, Georgetown University, Washington, DC;

Prince William Hospital, Manassas, Virginia;

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1. The dimensions of complaint satisfaction: process and outcome complaint satisfaction versus cold fact and warm act complaint satisfaction [J] . Bernd Stauss Managing Service Quality . 2002,第3期

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2. Complaint handling on social media: The impact of multiple response times on consumer satisfaction [J] . Istanbulluoglu Doga Computers in Human Behavior . 2017,第sepa期

机译：社交媒体上的投诉处理：多个响应时间对消费者满意度的影响
3. Predicting Health Plan Member Retention from Satisfaction Surveys: The Moderating Role of Intention and Complaint Voicing [J] . John W. Huppertz Health Marketing Quarterly . 2008,第4期

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4. The sport participation limiting injuries, musculoskeletal complaints and the SF-36v2 health survey data in Paralympic volleyball players. A long time survey. [C] . P. Mustafins, A. Vetra, I. Schibrja European Federation for Research in Rehabilitation . 2009

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5. Dually Diagnosed Client Satisfaction Survey: A survey developed to assess dually diagnosed clients' satisfaction with services provided at crisis facilities. [D] . Winstead, Galadriel S. 2008

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6. Rethinking gamete donor care: A satisfaction survey of egg and sperm donors in the UK [O] . Richard A. Williams, Laura L. Machin -1

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7. INVESTIGATING THE IMPACT OF COGNITIVE DISSONANCE AND CUSTOMER SATISFACTION ON LOYALTY AND COMPLAINT BEHAVIOUR
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机译：调查认知失调和客户满意度对忠诚度和投诉行为的影响[BR] DOI：10.5585 / remark.v9i1.2148调查忠诚度和客户满意度对忠诚度和投诉行为/ 1955年行为的影响：
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Rethinking Satisfaction Surveys: Time to Next Complaint

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