Abstract
Examined are relationships among constructs in the Baldrige Award Health Care Criteria framework to investigate whether quality management systems are related to organizational results and customer satisfaction in hospitals. Measures for the 19 dimensions of the Baldrige Criteria are obtained from 220 U.S. hospitals. This study provides empirical evidence that focusing on the content addressed in the Baldrige Criteria leads hospitals to improvement on some dimensions of performance.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 62-75 |
| Number of pages | 14 |
| Journal | Health Care Management Review |
| Volume | 27 |
| Issue number | 1 |
| DOIs | |
| State | Published - 2002 |
Keywords
- Baldrige Award
- Customer satisfaction
- Outcomes
- Total quality management