Machine derived contents note: List of Figures -- About the Authors -- Acknowledgments -- Preface -- Part 1: Introduction to Service Quality Improvement -- 1. The Quest for Customer Satisfaction -- 2. The Process of Service Quality Improvement -- Part 2: The 10 Pillars of Continuous Improvement -- 3. The Foundation of Continuous Service Improvement -- 4. Management Vision and Commitment -- 5. Accountability -- 6. Measurement and Feedback -- 7. Problem Solving and Process Improvement -- 8. Communication -- 9. Staff Development and Training -- 10. Physician Involvement -- 11. Reward and Recognition -- 12. Employee Involvement and Empowerment -- 13. Reminders and Refreshers -- Part 3: Operational Strategies -- 14. Planning for Service Excellence -- 15. Building the Infrastructure for a Service Improvement Strategy -- 16. Aligning Departments and Programs with Your Service Mission -- 17. Strengthening Internal Customer Relationships -- 18. Resistance to Service Excellence -- 19. Innovations in Service Quality -- 20. Making Service Improvement an Ongoing Process -- Selected Bibliography.