Building a consumer-directed service culture

Hospitals and Health Networks

Volumn 79, Issue 12, 2005, Pages 53-59

  Scalise, Dagmara ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

CONSUMER; CULTURAL FACTOR; HEALTH CARE ORGANIZATION; HEALTH CARE QUALITY; HEALTH EDUCATION; HEALTH SERVICE; HUMAN; MEDICAL TECHNOLOGY; REVIEW;

CONSUMER SATISFACTION; HEALTH BENEFIT PLANS, EMPLOYEE; HOSPITAL ADMINISTRATION; HOSPITAL-PATIENT RELATIONS; HUMANS; INFORMATION SERVICES; ORGANIZATIONAL CULTURE; PHYSICIAN-PATIENT RELATIONS; PRACTICE MANAGEMENT, MEDICAL; SYSTEMS INTEGRATION; UNITED STATES;

EID: 29144508558     PISSN: 10688838     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Review

References (7)

1. Stephanie G. Sherman Total Customer Satisfaction: A Comprehensive Approach for Health Care Providers. Jossey-Bass Publishers, San Francisco, 1999
2. Regina E. Herzlinger Consumer-Driven Health Care: Implications for Providers, Payers and Policymakers, Jossey-Bass, San Francisco, 2004
3. Anthony R. Kovner Beyond Patient Satisfaction: Building Patient Loyalty. Management Series, American College of Healthcare Executives, 1991
4. Stephen W. Brown Patient Satisfaction Pays: Quality Service for Practice Success. Aspen Publishers Inc., Gaithersburg, Md., 1993
5. Wendy Leebov, Gail Scott, Lolma Olson Achieving Impressive Customer Service: 7 Strategies for the Health Care Manager. Americans Hospital Publishing Inc., 1998
6. Patient Satisfaction Defining, Measuring and Improving the Experience of Care. Irwin Press, 2002
7. Bob Richards, Jeanan Yasiri Putting the Patient First: Upfront with Advocacy and Community Service, Medical Group Management Association, Englewood, Colo. 1997