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#x98;The#x9C; strategic approach to quality service in health care by KRISTINE PETERSON is a book available to read on EtoBox.

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<p>Contents: Excellence: A Fad or Phenomenon?<br> • The Service Challenge: Back to Basics<br> • Service Management: Aligning Strategies, Systems, and People<br> • Customer Expectations: The Baseline Measure<br> • Service Strategy: Transforming Vision into Action<br> • Service Systems: Fluid and Flexible Design<br> • Service-Oriented People: Achieving Optimal Performance<br> • Guest Relations Programs Pitfalls<br> • Accountability: Expect, Empower, Enforce<br> • Observational Research: Informed Insights<br> • Complaint Management: Silence is Never Golden<br> • Patient Satisfaction Surveys: Perception is Reality<br> • Assessment: Six Basic Steps<br> • Planning: Drafting a Blueprint<br> • Training: Developing Service Competence<br> • Physicians: Forging New Relationships<br> • Physicians' Office Staff: Practice Promotion Partners<br> • Written Communications: Sending the Service Message<br> • Differentiation: Competitive Positioning<br> • New Pathways: Breakthrough Ideas and Innovations</p>

Author

KRISTINE PETERSON

Publisher

AN ASPEN PUBLICATION

Published

1988

Language

EN

ISBN

9780871897640

Subjects

Social Science, Medical, Political Science

Rating

5 / 5 (1 ratings)

Updated

2026-03-14