1.1 INTRODUCTION: The health care industry is one among the fastest growing industries. It provides

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1.1 INTRODUCTION: The health care industry is one among the fastest growing industries. It provides goods and services which helps to treat patients with curative, rehabilitative, preventive and palliative care. Equentis report said that the healthcare sector is growing at a 15 per cent CAGR and increased to USD 78.6 billion in 2012 and expected further increase to USD 158.2 billion by 2017. The factors behind the growth is rising in income level, easy access to healthcare facilities that are of high quality and awareness of personal health and hygiene. Even though there is growth in healthcare sector there are certain factors that are used to measure the quality of service in healthcare industry namely the hospitals. The liberalization…show more content…
Larger scale networks such as transportation are also service systems (Gautam, 2003). Services can be provided to both external and internal customers (Fisher & Schutta, 2003). Banks, hotels, and education systems provide services for external customers. A company’s accounting and human resource department provide services for customers who are internal to their company. A customer can be a single individual or a group of people. Similarly, a service system can provide a service through a number of service providers (Gautam, 2003). Researchers have developed several definitions for service. One such definition is that, a service is an economic activity that creates value and provides benefits for customers at specific times and places by a desired change in that bring about, or on behalf of, the recipient of the service (Lovelock and Wirtz, 2004). Another definition for service is that, service is the production of essentially intangible benefit that is in its own right or as important element of a tangible product, which involves some form of exchange that satisfies consumer need (Lashley, 1997). Services consist of two components, a technical outcome and a functional outcome. The technical outcome is often referred to as the “what” of service. It is that which is delivered to the customer. The functional outcome is defined as the “how” of service. It consist of the process of service delivery (Brown, Gummesson, Edvardsson, & Gustavsson, 1991; Schneider &

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