As competition becomes more intense and environmental factors become more hostile, the concern for service quality grows. If service quality is to become the cornerstone of marketing strategy, the marketer must have the means to measure it. The most popular measure of service quality is SERVQUAL, an instrument developed by Parasuraman et al. (1985; 1988). Not only has research on this instrument been widely cited in the marketing literature, but also its use in industry has been quite widespread (Brown et al., 1993).

Explores the evolution of the quality issue within the health-care industry and also the significance of quality in the health industry along with the historical origins of quality management. Reviews applications of total quality management in the health care industry along with implementation issues. Concludes that a fundamental understanding of the process of total quality management is an absolute requirement.

As the driver's license was the means favored by African Americans for declaring their intentions to be organ donors, motor vehicle registries appear to hold the greatest promise for documenting and communicating this intention.

The purpose of this study is to compare two theories of technology adoption, the technology acceptance model and the theory of planned behaviour, to explain and predict physicians' acceptance and use of the telehomecare technology. We administered a two-part survey to 40 physicians using telemedicine. We constructed two structural equation models to examine the association between perceived ease of use, perceived usefulness, social norms, attitudes, perceived behavioural control, intentions, and actual use of telemedicine. The results of this study suggest that the theory of planned behaviour better explains physicians' actual use of telemedicine.