An internal marketing approach to total service quality: a guide for practitioners.

For many organizations, the emphasis today is the development of total service quality. To achieve these goals, organizations must not only apply the marketing concept to external targets, but also plan and control internal facets of their operations. The purpose of the present article is to develop the rationale for Total Service Quality (TSQ) based on an Internal Marketing Approach (IMA) as well as to posit the steps necessary to implement an IMA.

Evaluating health care services from the perspective of the elderly.

The increasingly important over-50 age group continues to grow, presenting a unique segment for health care marketers. The present study examines the elderly's expectations and perceptions of service quality, exploring the relationship between service quality and age. In addition, the study investigates the relationship between the image of an out-patient clinic and the perceived level of service quality. The findings suggest that the elderly expect more information and more personalized attention from the multiple health care providers associated with each service encounter. Implications for exceeding the elderly's expectation of service quality and future research directions are also presented.

Figure-ground organization in real and subjective contours: a new ambiguous figure, some novel measures of ambiguity, and apparent distance across regions of figure and ground.

This study was designed to assess the effects of organization, luminance contrast, sector angle, and orientation on a new, highly ambiguous Cs-keyhole figure. Organization and contrast were the most important factors, and sector angle also influenced figure-ground relationships. There was no significant effect of orientation, nor was there any significant interaction between any of the factors. Several new measures of figure-ground organization were developed, such as ambiguity ratios based on reaction times and on ratings of the strength of perceived organizations, providing new quantitative measures of figure-ground relationships. Distances measured across figural regions appeared smaller than equal distances across the ground in the new reversible figure, and also in Rubin's classic vase-face figure presented in real and subjective contours. Inducing a perceptual set to see a particular organization in a reversible figure influenced the apparent distance across that organization. Several possible explanations of the observed effects are considered: (1) an instance of Emmert's law, based on the difference in apparent depth of figure and ground; (2) an aspect of the Müller-Lyer illusion; (3) a feature-detector model of contour attraction; (4) a natural set or predisposition to see a figure as smaller; and (5) framing effects. The first two explanations appear the most promising.