Chapter One: Management Control Chapter Two: Motivation and Behavior Chapter Three: Hospital Management and Organizational Citizenship Behavior Chapter Four: Organizational Tactics for the Successful Assimilation of Medical Practice Guidelines Chapter Five: Principles of Innovation Chapter Six: Community Orientation in Health Services Organization Chapter Seven: Barriers to Customer Service Chapter Eight: Waiting for Satisfaction Chapter Nine: Work Systems and the Changing Priorities of Production Chapter Ten: Communication in Groups Chapter Eleven: Models of Case Management Chapter Twelve: The Internet and the Concept of “eHealth”.