Sheppard, Lorraine, 1962-2006-12-282006-12-2819981998http://hdl.handle.net/2440/19318Includes one computer disk in Work 6 format.System requirements for accompanying computer disk: Mackintosh or IBM-compatible computer. Other requirments: Microsoft Word 6 or compatible Word Processor.Bibliography: leaves 241-270.xiii, 270, [47] leaves ; 30 cm. + 1 computer disk (3 1/2 in.)293725 bytesapplication/pdfenCustomer services Quality control.Patient satisfaction.Health services administration.Medical care Quality control.Thesis