[摘要]:本文讨论了服务接触和服务质量的关系,分析了患者、医务人员和服务实体在服务接触中的交互作用,并提出了鉴别和管理患者同医务人员接触的关键时刻的方法。指出医院应象企业一样加强服务中的“关键时刻”的管理,从而提高医院的整体服务质量。

    [关键词]医院;“关键时刻”管理;服务质量

    [Abstract] This article discussed the service contactand the grade of service relations, has analyzed the patient, the medical personnel and the service entity in the service contact correlation, and proposed distinguishes and manages the critical moment method which the patient same medical personnel contacts. Proposed the hospital should look like the enterprise equally strengthens in the service “the critical moment"”the management, thus enhances the hospital the whole quality of service.

    [ Key word ] hospital; “Critical moment” management; quality of service

    一、企业“关键时刻”管理同样适用于医院管理

    1何谓“关键时刻”管理?

    1984年,瑞典学者诺曼(Richard Normann)在企业经营管理中提出了“关键时刻”的管理理论 ......