Service Quality for Facilities Management in Hospitals
This book examines the Facilities Management (FM) of hospitals and healthcare facilities, which are among the most complex, costly and challenging kind of buildings to manage. It presents and evaluates the FM service quality standards in Singapore’s hospi
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vice Quality for Facilities Management in Hospitals
Service Quality for Facilities Management in Hospitals
Low Sui Pheng · Zhu Rui
Service Quality for Facilities Management in Hospitals
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Low Sui Pheng Department of Building National University of Singapore Singapore Singapore
Zhu Rui Department of Building National University of Singapore Singapore Singapore
ISBN 978-981-10-0955-6 ISBN 978-981-10-0956-3 (eBook) DOI 10.1007/978-981-10-0956-3 Library of Congress Control Number: 2016937379 © Springer Science+Business Media Singapore 2016 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, express or implied, with respect to the material contained herein or for any errors or omissions that may have been made. Printed on acid-free paper This Springer imprint is published by Springer Nature The registered company is Springer Science+Business Media Singapore Pte Ltd
Contents
1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1.1 Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1.2 Research Problems. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 1.3 Research Aims and Objectives. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 1.4 Research Hypothesis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 1.5 Significance of Study. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 1.6 Structure of Book. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 References. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 2 Facilities Management and Singapore’s Healthcare System. . . . . . . . . 9 2.1 Definition and Development of Facilities Management. . . . . . . . . . . 9 2.2 FM Service Coverage. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 2.3 Singapore’s Healthcare System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 2.4 Hospital FM. . . . . . . . . . . . . . . . . . . . . . .
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