Journal of Marketing Theory and Practice, Vol. 4, No. 4 (Fall, 1996), pp. 72-82 (11 pages) Since the release of SERVQUAL and its findings, much has been written on service quality. In this study, we ...

CareFirst BlueCross BlueShield, the largest not-for-profit health plan in the mid-Atlantic region, is transforming the way health care is financed and delivered by embracing a “value-based care” model ...