{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,11]],"date-time":"2026-03-11T13:29:18Z","timestamp":1773235758542,"version":"3.50.1"},"reference-count":22,"publisher":"Emerald","issue":"6","license":[{"start":{"date-parts":[[2005,10,1]],"date-time":"2005-10-01T00:00:00Z","timestamp":1128124800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2005,10,1]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-heading\">Purpose<\/jats:title><jats:p>To develop a framework for evaluating the quality of Portuguese health care organisations based on the relationship between customers and providers, to define key variables related to the quality of health care services based on a review of the available literature, and to establish a conceptual framework in order to test the framework and variables empirically.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>Systematic review of the literature.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>Health care services quality should not be evaluated exclusively by customers. Given the complexity, ambiguity and heterogeneity of health care services, the authors develop a framework for health care evaluation based on the relationship between customers (patients, their relatives and citizens) and providers (managers, doctors, other technical staff and non\u2010technical staff), and considering four quality items (customer service orientation, financial performance, logistical functionality and level of staff competence).<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>This article identifies important changes in the Portuguese health care industry, such as the ownership of health care providers. At the same time, customers are changing their attitudes towards health care, becoming much more concerned and demanding of health services. These changes are forcing Portuguese private and public health care organisations to develop more marketing\u2010oriented services. This article recognises the importance of quality evaluation of health care services as a means of increasing customer satisfaction and organisational efficiency, and develops a framework for health care evaluation based on the relationship between customers and providers.<\/jats:p><\/jats:sec>","DOI":"10.1108\/09526860510619408","type":"journal-article","created":{"date-parts":[[2007,1,15]],"date-time":"2007-01-15T17:51:35Z","timestamp":1168883495000},"page":"404-412","source":"Crossref","is-referenced-by-count":42,"title":["Quality evaluation in health care services based on customer\u2010provider relationships"],"prefix":"10.1108","volume":"18","author":[{"given":"Vasco","family":"Eiriz","sequence":"first","affiliation":[]},{"given":"Jos\u00e9","family":"Ant\u00f3nio Figueiredo","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"key":"key2022012620434276900_b1","doi-asserted-by":"crossref","unstructured":"Baron\u2010Epel, O., Dushenat, M. and Friedman, N. 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