Author： Peters John Sandison George
Publisher： Emerald Group Publishing Ltd
ISSN： 0960-4529
Source： Managing Service Quality, Vol.8, Iss.4, 1998-04, pp. : 231-234
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Abstract
Discusses service quality as applied to professional practice, focusing on the radiotherapy department of a cancer hospital. Differentiates professional and managerial issues in service quality management in cancer care (and by extension, professional practice). Proposes that, professional practitioners must be supported with a "service surround" subject to quality assurance (QA) disciplines but that the "service core" is largely untouchable by externally-imposed managerial quality systems outwith those already subscribed to through codes of professional practice. Suggests that the definition of service core and service surround needs to be negotiated.
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