_____________ allows for more in-depth exploration of the causes of dissatisfaction and can provide excellent ideas for reengineering services. In addition, its videotapes can be effective at changing the attitudes and beliefs of staff members because the stories participants tell animate the emotional effect of excellent service as well as service failures.

Quality and technical performance refers to how well current scientific medical knowledge and technology are applied in a given situation.
It is usually assessed in terms of:

A number of attributes can characterize the quality of healthcare services. As, there are different groups involved in
healthcare, such as physicians, patients and health insurers, tend to attach different levels of importance to particular
attributes and as a result define quality care differently. Which of the following is/are NOT out of those attributes?

When groups are asked to evaluate how effective they are with respect to will, ideas and execution, they consistently
provide bothersome answers. Self-assessment to hundreds of healthcare professional is administered in United States
and abroad. Most respondents mark:

For example, a bathroom scale that always reads 185 pounds is reliable. Although the scale may be reliable and consistent, it is not valid if the person does not weigh 185 pounds.
So in conventional use, the term validity refers to (Choose two):