[1] Nickson, D., Warhurst, C. and Dutton, E. (2005) The Importance of Attitude and Appearance in the Service Encounter in Retail and Hospitality. Managing Service Quality, 15, 195-208.
http://dx.doi.org/10.1108/09604520510585370
[2] Yee, R.W.Y., Lee, P.K.C., Yeung, A.C.L. and Cheng, T.C.E. (2013) The Relationship among Leadership, Goal Orientation, and Service Quality in High-Contact Service Industries: An Empirical Study. International Journal of Production Economics, 141, 452-464.
http://dx.doi.org/10.1016/j.ijpe.2011.12.012
[3] Zeithaml, V.A. and Bitner, M.J. (2003) Services Marketing: Integrating Customer Focus across the Firm. 3rd Edition, Irwin McGraw-Hill, New York.
[4] Büyüközkan, G., Çifçi, G. and Güleryüz, S. (2011) Strategic Analysis of Healthcare Service Quality Using Fuzzy AHP Methodology. Expert Systems with Applications, 38, 9407-9424.
http://dx.doi.org/10.1016/j.eswa.2011.01.103
[5] Ali, S.H.S. and Ndubisi, N.O. (2011) The Effects of Respect and Rapport on Relationship Quality Perception of Customers of Small Healthcare Firms. Asia Pacific Journal of Marketing and Logistic, 23, 135-151. http://dx.doi.org/10.1108/13555851111120452
[6] Anderson, G.F., Frogner, B.K., Johns, R.A. and Reinhardt, U.E. (2006) Health Care Spending and Use of Information Technology in OECD Countries. Health Affairs, 25, 819-831.
http://dx.doi.org/10.1377/hlthaff.25.3.819
[7] Taylor, S.A. and Cronin Jr., J.J. (1994) Modeling Patient Satisfaction and Service Quality. Journal of Health Care Marketing, 14, 34-44.
[8] John, J. (1992) Patient Satisfaction: The Impact of Past Experience. Journal of Health Care Marketing, 12, 56-64.
[9] Hurrell, S.A., Scholarios, D. and Thompson, P. (2013) More than a “Humpty Dumpty” Term: Strengthening the Conceptualization of Soft Skills. Economic and Industrial Democracy, 34, 161-182. http://dx.doi.org/10.1177/0143831X12444934
[10] Andaleeb, S.S. (2001) Service Quality Perceptions and Patient Satisfaction: A Study of Hospitals in a Developing Country. Social Science and Medicine, 52, 1359-1370.
http://dx.doi.org/10.1016/S0277-9536(00)00235-5
[11] Directorate General of Health Services (DGHS) (2010) Secondary and Tertiary Health Care Facilities in Bangladesh. Ministry of Health and Family Welfare, Government of Bangladesh, Dhaka.
[12] Judge, T.A., Woolf, E.F. and Hurst, C. (2009) Is Emotional Labor More Difficult for Some than for Others? A Multilevel, Experience-Sampling Study. Personnel Psychology, 62, 57-88.
http://dx.doi.org/10.1111/j.1744-6570.2008.01129.x
[13] Brotheridge, C.M. and Lee, R.T. (2003) Development and Validation of the Emotional Labour Scale. Journal of Occupational and Organizational Psychology, 76, 365-379.
http://dx.doi.org/10.1348/096317903769647229
[14] Hochschild, A.R. (1983) The Managed Heart: Commercialization of Human Feeling. University of California Press, Oakland.
[15] Gelade, G.A. and Young, S. (2005) Test of a Service Profit Chain Model in the Retail Banking Sector. Journal of Occupational and Organizational Psychology, 78, 1-23.
http://dx.doi.org/10.1348/096317904X22926
[16] Williams, E.S. and Skinner, A.C. (2003) Outcomes of Physician Job Satisfaction: A Narrative Review, Implications, and Directions for Future Research. Health Care Management Review, 28, 119-140.
http://dx.doi.org/10.1097/00004010-200304000-00004
[17] Guerrier, Y. and Adib, A. (2003) Work at Leisure and Leisure at Work: The Emotional Labour of Tour Reps. Human Relations, 56, 1399-1417. http://dx.doi.org/10.1177/00187267035611006
[18] Burns, P. (1997) Hard-Skills, Soft-Skills: Undervaluing Hospitality’s Service with a Smile. Progress in Tourism and Hospitality Research, 3, 239-248.
http://dx.doi.org/10.1002/(SICI)1099-1603(199709)3:3<239::AID-PTH80>3.0.CO;2-2
[19] Payne, J. (2006) What’s Wrong with Emotional Labour. SKOPE Research Paper No. 65, University of Warwick and University of Oxford.
http://ora.ox.ac.uk/objects/uuid:9e97dbbd-ff7f-47d2-8d97-0d4dba837517
[20] Coleman, L. (1999) The Realities of Work. Academy of Management Review, 24, 362-364.
[21] Bolton, S.C. (2004) Conceptual Confusion: Emotion Work as Skilled Work. In: Warhurst, C., Grugulis, I. and Keep, E., Eds., The Skills That Matter, Palgrave Macmillan, Basingstoke.
[22] Fleming, P., Harley, B. and Sewell, G. (2004) A Little Knowledge Is a Dangerous Thing: Getting below the Surface of the Growth of Knowledge Work in Australia. Work, Employment and Society, 18, 725-747. http://dx.doi.org/10.1177/0950017004047951
[23] Nickson, D., Warhurts, C., Witz, A. and Cullen, A.M. (2001) The Importance of Being Aesthetic: Work, Employment and Service Organisation. In: Sturdy, A., Grugulis, I. and Wilmott, H., Eds., Customer Service—Empowerment and Entrapment, Palgrave, Basingstoke.
[24] Warhurst, C. and Nickson, D. (2001) Looking Good and Sounding Right: Style Counselling and the Aesthetics of the New Economy. Industrial Society, London.
[25] Siddiqui, N. and Khandaker, S.A. (2007) Comparison of Services of Public, Private and Foreign Hospitals from the Perspective of Bangladeshi Patients. Journal of Health, Population, and Nutrition, 25, 221-230.
[26] Rahman, M.M., Shahidullah, M., Shahiduzzaman, M. and Rashid, H.A. (2002) Quality of Health Care from Patient Perspectives. Bangladesh Medical Research Council Bulletin, 28, 87-96.
[27] Sen, B. and Acharya, S. (1997) Health and Poverty in Bangladesh. World Health, 50, 28-29.
[28] Akter, M.S., Upal, M. and Hani, U. (2008) Service Quality Perception and Satisfaction: A Study over Sub-Urban Public Hospitals in Bangladesh. Journal of Services Research, 8, 125-146.
[29] Andaleeb, S.S. (2000) Public and Private Hospitals in Bangladesh: Service Quality and Predictors of Hospital Choice. Health Policy and Planning, 15, 95-102. http://dx.doi.org/10.1093/heapol/15.1.95
[30] Khan, M.M.H., Grübner, O. and Krämer, A. (2012) Frequently Used Healthcare Services in Urban Slums of Dhaka and Adjacent Rural Areas and Their Determinants. Journal of Public Health, 34, 261-271. http://dx.doi.org/10.1093/pubmed/fdr108
[31] Rahman, M.A. and Capitman, J.A. (2012) Factors Affecting Profit Efficiency of Private Hospitals in Bangladesh: Are Urban Hospitals More Profit-Efficient? Journal of Health Management, 14, 83-96.
http://dx.doi.org/10.1177/097206341201400201
[32] Al-Doghaither, A.H., Abdelrhman, B.M., Saeed, A.A.W. and Magzoub, M.E.M.A. (2003) Factors Influencing Patient Choice of Hospitals in Riyadh, Saudi Arabia. The Journal of the Royal Society for the Promotion of Health, 123, 105-109. http://dx.doi.org/10.1177/146642400312300215
[33] Andaleeb, S.S. (1998) Determinants of Customer Satisfaction with Hospitals: A Managerial Model. International Journal of Health Care Quality Assurance, 11, 181-187.
[34] Babakus, E. and Mangold, W.G. (1992) Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation. Health and Services Research, 26, 767-786.
[35] Anbori, A., Ghani, S.N., Yadav, H., Daher, A.M. and Su, T.T. (2010) Patient Satisfaction and Loyalty to the Private Hospitals in Sana’a, Yemen. International Journal for Quality in Health Care, 22, 310-315.
http://dx.doi.org/10.1093/intqhc/mzq029
[36] Carrillat, F.A., Jaramillo, F. and Mulki, J.P. (2007) The Validity of the SERVQUAL and SERVPERF Scales: A Meta-Analytic View of 17 Years of Research across Five Continents. International Journal of Service Industry Management, 18, 472-490. http://dx.doi.org/10.1108/09564230710826250
[37] Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1991) Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 67, 420-450.
[38] Babakus, E. and Boller, G.W. (1992) An Experimental Assessment of the SERVQUAL Scale. Journal of Business Research, 24, 253-268. http://dx.doi.org/10.1016/0148-2963(92)90022-4
[39] Carman, J.M. (1990) Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions. Journal of Retailing, 66, 33-55.
[40] Aksan, H.A., Ergin, I. and Ocek, Z. (2010) The Change in Capacity and Service Delivery at Public and Private Hospitals in Turkey: A Closer Look at Regional Differences. BMC Health Services Research, 10, Article 300.
[41] Andaleeb, S.S., Siddiqui, N. and Khandakar, S. (2007) Patient Satisfaction with Health Services in Bangladesh. Health Policy and Planning, 22, 263-273. http://dx.doi.org/10.1093/heapol/czm017
[42] Chowdhury, M.M.U. (2009) Customer Expectations and Management Perceptions in Healthcare Services of Bangladesh: An Overview. Journal of Service Research, 8, 121-140.
[43] Paul, B.K. (1999) National Health Care By-Passing in Bangladesh: A Comparative Study. Social Science and Medicine, 49, 679-689. http://dx.doi.org/10.1016/S0277-9536(99)00148-3
[44] Wickberg, S., Chene, M. and Zinnbauer, D. (2012) Overview of Corruption and Anti-Corruption in Bangladesh. Report by Transparency International.
[45] Vian, T. (2007) Review of Corruption in the Health Sector: Theory, Methods and Interventions. Health Policy and Planning, 23, 83-94. http://dx.doi.org/10.1093/heapol/czm048
[46] Begum, S.A., Ensor, T. and Dave-Sen, P. (2000) The Public-Private Mix in Health Care in Bangladesh. Research Note 17 by Health Economics Unit of Ministry of Health and Family Welfare, Government of the People’s Republic of Bangladesh.
[47] Grandey, A.A., Fisk, G.M. and Steiner, D.D. (2005) Must Service with a Smile Be Stressful? The Moderate Role of Personal Control for American and French Employees. Journal of Applied Psychology, 90, 893-904. http://dx.doi.org/10.1037/0021-9010.90.5.893
[48] Pugh, S.D. (2001) Service with a Smile: Emotional Contagion in the Service Encounter. The Academy of Management Journal, 44, 1018-1027. http://dx.doi.org/10.2307/3069445
[49] Ullah, G.M.S. and Islam, M.R. (2011) Factors Influencing Consumer Service Experience in Private Hospitals: A Study from Bangladeshi Perspective. Interdisciplinary Journal of Contemporary Research in Business, 3, 138-147.
[50] McCord, C. and Chowdhury, Q. (2003) A Cost Effective Small Hospital in Bangladesh: What It Can Mean for Emergency Obstetric Care. International Journal of Gynecology and Obstetrics, 81, 83-92.
http://dx.doi.org/10.1016/S0020-7292(03)00072-9
[51] Larson, E.B. and Yao, X.Y. (2005) Clinical Empathy as Emotional Labor in the Patient-Physician Relationship. The Journal of the American Medical Association, 293, 1100-1106.
http://dx.doi.org/10.1001/jama.293.9.1100
[52] Thedosius, C. (2008) Emotional Labour in Health Care: The Unmanaged Heart of Nursing. Routledge, Oxon.
[53] Mann, S. (2005) A Health-Care Model of Emotional Labour: An Evaluation of the Literature and Development of a Model. Journal of Health Organization and Management, 19, 304-317.
[54] Stayt, L.C. (2008) Death, Empathy and Self Preservation: The Emotional Labour of Caring for Families of the Critically Ill in Adult Intensive Care. Journal of Clinical Nursing, 18, 1267-1275.
http://dx.doi.org/10.1111/j.1365-2702.2008.02712.x
[55] Warhurst, C. and Nickson, D. (2007) Employee Experience of Aesthetic Labour in Retail and Hospitality. Work, Employment and Society, 21, 103-120.
http://dx.doi.org/10.1177/0950017007073622
[56] Grayson, K. (1998) Customer Responses to Emotional Labour in Discrete and Relational Service Exchange. International Journal of Service Industry Management, 9, 126-154.
http://dx.doi.org/10.1108/09564239810210488
[57] Pongsupap, Y. and Lerberghe, W.V. (2006) Choosing between Public and Private or between Hospital and Primary Care: Responsiveness, Patient-Centredness and Prescribing Patterns in Outpatient Consultations in Bangkok. Tropical Medicine and International Health, 11, 81-89.
http://dx.doi.org/10.1111/j.1365-3156.2005.01532.x
[58] Mostafa, M.M. (2005) An Empirical Study of Patients’ Expectations and Satisfactions in Egyptian Hospitals. International Journal of Health Care, 18, 516-532.
[59] Zaman, S. (2004) Poverty and Violence, Frustration and Inventiveness: Hospital Ward Life in Bangladesh. Social Science and Medicine, 59, 2015-2036.
[60] Bartram, T., Casimir, G., Djurkovic, N., Leggat, S.G. and Stanton, P. (2012) Do Perceived High Performance Work Systems Influence the Relationship between Emotional Labour, Burnout and Intention to Leave? A Study of Australian Nurses. Journal of Advanced Nursing, 68, 1567-1578.
http://dx.doi.org/10.1111/j.1365-2648.2012.05968.x
[61] Hurrell, S.A. and Scholarios, D. (2011) Recruitment and Selection Practices, Person-Brand Fit and Soft Skills Gaps in Service Organizations: The Benefits of Institutionalized Informality. In: Brannan, M.J., Parsons, E. and Priola, V., Eds., Branded Lives: The Production and Consumption of Identity at Work, Edward Elgar, Cheltenham. http://dx.doi.org/10.4337/9780857938145.00013
[62] Liljander, V. and Strandvik, T. (1993) Estimating Zones of Tolerance in Perceived Service Quality and Perceived Service Value. International Journal of Service Industry Management, 4, 6-27.
http://dx.doi.org/10.1108/09564239310037909
[63] Hadley, M.B. and Roques, A. (2007) Nursing in Bangladesh: Rhetoric and Reality. Social Science and Medicine, 64, 1153-1165. http://dx.doi.org/10.1016/j.socscimed.2006.06.032