Download e-book for kindle: Achieving Service Excellence, Second Edition (Ache by Myron D. Fottler

By Myron D. Fottler

ISBN-10: 1567933270

ISBN-13: 9781567933277

Information regarding customer support hits and misses is now extra available to healthcare shoppers. notable healthcare agencies set the bar at a excessive point for either medical and repair excellence. buyers who're armed with info and conscious of their strategies are deciding upon companies they suspect are prepared, keen, and ready to give you the greater event they anticipate. This publication bargains a blueprint for effectively competing in at the present time s aggressive healthcare market. It provides the theories, equipment, and methods in the back of supplying a very good healthcare adventure via method, staffing, and platforms. every one bankruptcy explores a carrier precept and offers a variety of real-world examples and present examine findings. one of the issues mentioned are making a patient-centered atmosphere; development a tradition within which shoppers are handled like visitors; education, motivating, and empowering employees; measuring provider caliber; handling carrier waits; and improving from a provider failure.

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Additional resources for Achieving Service Excellence, Second Edition (Ache Management)

Example text

The tangible item—eyeglasses, a prosthetic device, or prescription drugs, for example—accompanies the intangible service. The combination of the service product, setting, and delivery system defines the total healthcare experience. 36 Achieving Service Excellence Purely intangible services can also be called “service products” if they are the only “product” an organization offers. Think of it this way: A service product is a general term that does not necessarily include a tangible item. For example, the diagnosis of a disease is the service product.

Increasingly, patients are treated as guests, healing (which addresses the whole body) is preferable to curing (which focuses only on the illness), and patients are viewed as active participants or collaborators. Willis (2000) has argued that this paradigm shift is a return to the original purpose of hospitals: to provide hospitable accommodation to strangers. Today, healthcare has become a business; the treatment of a particular disease, a product line; and the hospital, a cost center. As mentioned earlier, consumer surveys suggest that many healthcare facilities do not provide the little things that make patients feel like honored guests.

If a customer perceives that the experience met her expectations, she is likely to be satisfied; but if she deems that the service fell below standards, she is not only unhappy but also not likely to come back to the facility. While customer satisfaction may be the result of an excellent, one-time encounter, customer loyalty results from repeated positive transactions over an extended period (O’Malley 2004a). Over the long run, levels of customer satisfaction and loyalty can have a tremendous impact on a business’s customer relationship and revenue stream (Peltier, Schibowsky, and Cochran 2002).

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Achieving Service Excellence, Second Edition (Ache Management) by Myron D. Fottler


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