Improve patient satisfaction with a bit of mystery: Service is what differentiates health care organizations and builds loyal customer bases

Nursing Management

Volumn 32, Issue 6, 2001, Pages 36-38

  Cardello, Deborah M ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

ARTICLE; COMMUNITY HOSPITAL; HUMAN; INFORMATION PROCESSING; METHODOLOGY; NONBIOLOGICAL MODEL; ORGANIZATION AND MANAGEMENT; PATIENT SATISFACTION; ROLE PLAYING; TOTAL QUALITY MANAGEMENT; UNITED STATES; UNIVERSITY HOSPITAL;

DATA COLLECTION; HOSPITALS, COMMUNITY; HOSPITALS, UNIVERSITY; HUMANS; MODELS, ORGANIZATIONAL; NEW JERSEY; PATIENT SATISFACTION; ROLE PLAYING; TOTAL QUALITY MANAGEMENT;

EID: 2342590123     PISSN: 07446314     EISSN: 15388670     Source Type: Journal    
DOI: 10.1097/00006247-200106000-00021     Document Type: Article

References (2)

1. Zimmerman, D.: Customer Service Revolution. 1(1), 2000.
2. Peterson, D., and Jenson, N.: "The Magic of Mystery Shopping," The Satisfaction Monitor, Press, Ganey Associates, Inc.: South Bend, Inc., March/April 1999.