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• W2164379222 abstract "Importance-performance analysis enables management to evaluate and identify the major strengths and weaknesses of a hospital’s key success factors. The author attempts to understand employee expectations and perceptions of hospital internal-marketing and shows the usefulness of the Importance-performance analysis grid in evaluating hospital internal-marketing benefits from employee perspectives in Taiwan. The author identified a list of 18 items from the internal-marketing literature reviews, and each item was rated using a 5-point Likert scale. Responses were obtained from 257 usable questionnaires. The importance-performance grid shows that 4 items fall into the “Keep up the good work” quadrant, 5 items fall into the “Concentrate here” quadrant, 4 items fall into the “Low priority” quadrant, and 5 items fall into the “Possible overkill” quadrant. The findings suggest that an internal-marketing orientation is necessary to better match organizational characteristics and enhance service quality. The results are useful in identifying areas for strategic focus to help hospital managers develop internal-marketing strategies." @default.
• W2164379222 created "2016-06-24" @default.
• W2164379222 creator A5033786949 @default.
• W2164379222 creator A5063029454 @default.
• W2164379222 date "2013-03-12" @default.
• W2164379222 modified "2023-10-03" @default.
• W2164379222 title "Applying Importance-Performance Analysis for Improving Internal Marketing of Hospital Management in Taiwan" @default.
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• W2164379222 doi "https://doi.org/10.5539/ibr.v6n4p45" @default.
• W2164379222 hasPublicationYear "2013" @default.
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