E-Service Customization Ronchi, S., Brun, A., Golini, R., & Fan, X. (2010). What is the value of an IT e-procurement system? Journal of Purchasing and Supply Management, 16(2), 131­140. doi:10.1016/j. pursup.2010.03.013 Rust, R. T., & Oliver, R. L. (1994). Service qual- ity: Insights and managerial implications from the frontier. In: R.T., Rust, & R.L., Oliver (Eds.), Service Quality: New Directions in Theory and Practice (pp. 1-19). London, UK: Sage Publica- tions. Saunders, M., & Lewis, P. (1997). Research Meth- ods for Business Students. London, UK: Pitman. Scholefield, H. (2007). Embedding quality im- provement and patient safety at Liverpool Wom- en's NHS Foundation Trust. Best Practice & Re- search. Clinical Obstetrics & Gynaecology, 21(4), 593­607. doi:10.1016/j.bpobgyn.2007.02.005 Walsh, K., & Antony, J. (2007). Improving pa- tient safety and quality: What are the challenges and gaps in introducing an integrated electronic adverse incident and recording system within health care industry? International Journal of Health Care Quality Assurance, 20(2), 107­115. doi:10.1108/09526860710731807 Youssef, F., Nel, D., & Bovaird, T. (1995). Service quality in NHS hospitals. Journal of Management in Medicine, 9(1), 66­74. doi:10.1108/02689239510080502