T�tulo: Service Quality in Indian Hospitals : Perspectives from an Emerging Market
Editor: Springer
Fecha de publicaci�n: 2017
Idioma: Ingl�s
ISBN 10: 3319678876
ISBN 13: 9783319678870
Encuadernaci�n: Encuadernaci�n de tapa dura
Estado: As New

Acerca de

Sinopsis

This book offers an elaborate and empirical look at service quality of hospitals in the emerging market of India. The poor quality of service is a major issue in a large number of hospitals (particularly in government hospitals), which forces patients to opt for private hospitals that are generally much more expensive than government hospitals. This book provides a comprehensive understanding of service quality antecedents in Indian hospitals. It focuses on patient satisfaction and includes valuable insights and implications for hospital management and government. The book is theoretically grounded in SERVQUAL literature and uses appropriate and sophisticated techniques and tools to analyse data. It highlights causal model development with Structural Equation Modelling (SEM) and introduces a classification model, developed using Artificial Neural Networks (ANNs), in order to benchmark specialty cardiac care. The book also deals with Support Vector Machines (SVMs) and compares the error rates between SVM and ANN to find the best classification technique among the two. Overall, this book is a timely and relevant work that contributes to the theory, practice and policy of service quality in hospitals.

Acerca del autor

Sanjay Mohapatra received his B.E. from NIT Rourkela, M.Tech from IIT Madras, PGDBM XIMB, India and has finished his Ph.D. from Utkal University, India under Management Department. At present, he is an Associate Professor in Information Systems in XIMB, India. Professor Mohapatra has more than 21 years of industry experience. He has worked in various capacities in organizations like Hindustan Aeronautics Limited, Larsen & Toubro, PricewaterHouse, Infosys, Polaris & J&B Software. His teaching interests are in IT Strategy and Management Information Systems and research interests are in the area of IT enabled processes. He has authored/co-authored nine books and more than twenty papers in peer reviewed international journals.
K. Ganesh is working as Knowledge Specialist in Supply Chain Management - Center of Competence, McKinsey Knowledge Center, McKinsey & Company, Gurgaon, Haryana, India. He has graduated in Mechanical and Production Engineering from Annamalai University, TamilNadu, India with the university first rank. He pursued his Masters’ degree in Industrial Engineering at National Institute of Technology, Tiruchirapalli, TamilNadu, India and secured college first. He then moved to Indian Institute of Technology Madras, Chennai, TamilNadu, India where he obtained his doctoral degree in Logistics and Supply Chain Management. He was a half-time teaching and research assistant at IIT Madras awarded by MHRD research fellowship for 4 years. He then joined the supply chain management department of Lakshmi Machine Works Limited, Coimbatore as Research Analyst and worked for 2 years. He served as project leader for the five major consulting assignments namely business transformation, balanced score card, business optimization by supply chain synchronization, strategic cost reduction and knowledge management. He then joined as Assistant Consultant at Integrated Supply Chain, Manufacturing Industry Solutions Unit, Tata Consultancy Services Limited, Mumbai and worked mainly in the areas of supply chain network design and optimization for 2 years. Later he joined as Senior Consultant in Global Business Services-Global Delivery of IBM India Private Limited, Mumbai, India and worked in Supply Chain Transformation projects for various industries for the span of 2 years. He worked as visiting professor for DJ Academy for Managerial Excellence, Coimbatore, India (1st Jan 2006 to 30th July 2007), Sree Saraswathi Thyagaraja College, Pollachi, Coimbatore, India (1st July 2006 to 30th December 2006), Sardar Vallabhai Patel Institute of Textile Management, Coimbatore, India (2nd Jan 2007 to 30th June 2007), Amrita Deemed University, Coimbatore – India (Adjunct Faculty of Research from 2006) and Swayam Siddhi College of Management and Research, Mumbai – India (12th July 2008 to Till Date). He is having 6 years consulting experience in top consulting companies and cumulative of 14 years of research, teaching and consulting experience in the supply chain domain for manufacturing, process and chemical industry. He has published 66 papers in leading international research journals such as the European Journal of Operational Research and Expert Systems with Applications and 4 papers in leading national journals. He has presented and published 51 papers in the reputed international conferences and 8 research articles in the national conferences. He has written a chapter for six books. He is Editor-in-Chief for 3 international journals (IJLSCM, IJDMSCL, IJOSHRM and AJMS), Editor for IJENM and associate editor for IJLEG, AJCST and IJISSCM. He is in the editorial board for various international journals. He is referee for 12 reputed international journals. He has been honored with 3 awards for his bachelor degree and one award for his master’s degree for academic excellence. He has obtained 4 awards from Tata Consultancy Services Limited and received 5 appreciation awards from IBM India PrivateLimited. Dr. K. Ganesh is expertise in areas such as Supply Chain (SC) Transformation, Strategic SC Network Design and Optimization, Production Planning Optimization, Inventory optimization, Demand Planning and Forecasting, Product Flow Optimization, Production Scheduling and Transportation Optimization. Among his other interests are music, counseling, website designing, interior decoration and photography. He is himself a lyricist and has written several poems in both English and Tamil.
M. Punniyamoorthy completed his M. Tech (IIT, Kharagpur) in Industrial Engineering and Operations Research, and joined DOMS, NIT Tiruchirappalli (then REC), in 1987 as a Research Associate. He is currently a Professor, DOMS-NITT. He completed his Ph.D. in Management from the Bharathidasan University, Tiruchirappalli. His academic and professional pursuits cut across several disciplines. His specific areas of interest in teaching include operations management, project management and costing, applied statistics & data analysis, logistics and supply chain management, operations research & decision sciences and materials management. His research interests include Supply Chain performance, Supplier Selection, Technology Selection, Data Analysis, Performance Measurement and Balanced Scorecard. I teach Data Analytics, Supply Chain Management, Logistics, Production and Operation Management, Project Management among others. He has taught Strategic Costing, Cost and Managerial Techniques, and Quantitative Techniques in the past. He has taught courses in these areas as visiting professor to several leading management institutes in India including the DOMS IIT-M. He has also conducted executive training programmes. He has authored over 60 papers/articles that have been published / presented at national and international journals and conferences. He has authored a book on production management for Anna University Distance Learning programme and his second book on Data Analytics is getting ready for publication. He has also been on the editorial board of several journals and has been a reviewer for many others.
Rani Susmitha is affiliated with NIT Tiruchirappalli. Her research interests include clinical psychology, health psychology, conflict processes, statistical software, strategic management, sports science and project management.

"Sobre este t�tulo" puede pertenecer a otra edici�n de este libro.

Descripci�n de la librer�a

GreatBookPrices.com is your top source for finding new books at the absolute lowest prices, guaranteed ! We offer big discounts - everyday - on millions of titles in virtually any category, from Architecture to Zoology -- and everything in between. Discover great deals and super-savings, on professional books, text book titles, the newest computer guides, or your favorite fiction authors. You'll find it all - at HUGE SAVINGS - at GreatBookPrices. Browse through our complete online product catalog today. Serving customers around the world for years, we help thousands find just the books they're looking for -- at incredibly low, bargain prices.

Ver la p�gina web de la librer�a

Informaci�n empresarial del vendedor

Far Corner Europe Limited
19-20 Bourne Court, 19-20 Bourne Court, Woodford Green, IG8 8HD, United Kingdom

Condiciones de venta y env�o

Condiciones de venta

Company Name: GreatBookPricesUK
Legal Entity: Far Corner Europe Limited
Address: 19-20 Bourne Court, Southend Road, Woodford Green Essex, UK IG8 8HD
Registration #: 10691061
Authorized representative: Danielle Hainsey

Derecho al desistimiento

Si es un consumidor, puede rescindir el contrato de acuerdo con lo siguiente. Por consumidor se entiende cualquier persona f�sica que act�e con fines ajenos a su actividad comercial, empresarial, oficio o profesi�n.

Informaci�n sobre el derecho de desistimiento

Derecho legal de desistimiento

Tiene derecho a rescindir este contrato en un plazo de 14 d�as sin dar ning�n motivo.

El periodo de desistimiento vencer� a los 14 d�as desde que usted, o un tercero que no sea el transportista e indicado por usted, adquiera la posesi�n f�sica del �ltimo bien o del �ltimo lote o pieza.

Para ejercer el derecho de desistimiento, complete de forma electr�nica y env�e una declaraci�n clara en nuestro sitio web, desde "Mis compras" en "Mi cuenta". Le enviaremos sin demora un acuse de recibo de dicho desistimiento a trav�s de un soporte duradero (por ejemplo, por correo electr�nico).

Para cumplir con el plazo de desistimiento, basta con que env�e su comunicaci�n relativa al ejercicio del derecho de desistimiento antes de que venza el periodo de desistimiento.

Efectos del desistimiento

Si rescinde este contrato, le reembolsaremos todos los pagos que hayamos recibido de usted, incluidos los gastos de env�o (excepto los gastos adicionales que surjan si elige un tipo de env�o que no sea el tipo de env�o est�ndar m�s econ�mico que ofrecemos).

Podemos hacer una deducci�n del reembolso por la p�rdida de valor de cualquier bien suministrado, si la p�rdida es el resultado de una manipulaci�n innecesaria por su parte.

Efectuaremos el reembolso sin demoras indebidas y, a m�s tardar, 14 d�as despu�s de que se nos informe de su decisi�n de rescindir este contrato.

Efectuaremos el reembolso utilizando el mismo medio de pago que utiliz� para la transacci�n inicial, a menos que haya acordado expresamente lo contrario; en cualquier caso, no incurrir� en ning�n cargo como resultado de dicho reembolso.

Podremos retener el reembolso hasta que hayamos recibido los bienes o hasta que nos haya presentado una prueba de que los ha devuelto, lo que ocurra primero.

Deber� devolver los bienes o entregarlos a GreatBookPricesUK, Castle Donington, Derby, United Kingdom, sin demoras indebidas y, en cualquier caso, en un plazo m�ximo de 14 d�as a partir del d�a en que nos comunique su desistimiento del presente contrato. El plazo se cumple si devuelve la mercanc�a antes de que venza el periodo de 14 d�as. Tendr� que asumir los gastos directos de devoluci�n de los bienes. Usted solo es responsable de la disminuci�n del valor de los bienes como resultado de una manipulaci�n distinta a la necesaria para establecer la naturaleza, las caracter�sticas y el funcionamiento de los bienes.

Excepciones al derecho de desistimiento

El derecho de desistimiento no se aplica a lo siguiente:

La entrega de peri�dicos, diarios o revistas, con la excepci�n de los contratos de suscripci�n; y
El suministro de contenido digital que no se proporcione en un soporte tangible (por ejemplo, en un CD o DVD) si, al hacer el pedido, acept� que pod�amos empezar a entregarlo y que no podr�a desistir una vez iniciada la entrega.

Condiciones de env�o

Our warehouses across the globe are fully operational without substantial delays. We are working hard and continue to overcome the daily challenges presented by COVID-19. There have been reports that delivery carriers are experiencing large delays resulting in longer than normal deliveries to customers. See USPS's website for further detail. We would like to apologize in advance if your item arrives later than the expected delivery due date.

Internal processing of your order will take about 1-2 business days. Please allow an additional 10-20 business days for Royal Mail delivery.

Tarifas de env�o de Reino Unido a Estados Unidos de America

Tarifas de env�o de Reino Unido a Estados Unidos de America
Cantidad del pedido	De 10 a 30 d�as h�biles	De 10 a 27 d�as h�biles
Primer art�culo	EUR 17.57	EUR 17.57

Los plazos de entrega los establecen los vendedores y var�an seg�n el transportista y la ubicaci�n. Los pedidos que pasan por la aduana pueden sufrir retrasos y los compradores son responsables de los aranceles o tarifas asociadas. Los vendedores pueden ponerse en contacto con usted en relaci�n con cargos adicionales para cubrir cualquier aumento en los costes de env�o de los art�culos.

Informaci�n detallada sobre el vendedor