Total customer satisfaction : a comprehensive approach for health care providers
著者
書誌事項
Total customer satisfaction : a comprehensive approach for health care providers
Jossey-Bass Publishers, c1999
- : alk. paper
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注記
Includes bibliographical references and index
内容説明・目次
内容説明
A valuable tool for any health care leader dedicated to improvingthe quality of care and enhancing patient satisfaction. Combiningtheory and discussion with a practical `action plan' format,Sherman challenges the reader to think about solutions, not justideas.
--Irwin Press, president, Press, Ganey Associates, Inc.
Whether you're a CEO, a caregiver, or simply someone who caresabout the results of service initiatives, you'll find plenty ofgreat ideas in this book.
--Mark C. Clement, president and CEO, Holy Cross Hospital, Winner,1994 AHA Great Comebacks Award, 1996 International Enterprise Awardfor Customer Satisfaction, 1998 Global Best Practices Award forCustomer Service
Total Customer Satisfaction reports on the breakthrough methodsused by awarding winning hospitals and health care organizations toachieve top-rated national status in customer satisfaction. Learnfrom top experts in the field of how to create and implement totalcustomer satisfaction tactical plan that will boost customersatisfaction ratings in your health care organization.
目次
Figures, Tables, and Exhibits.
Preface.
About the Authors.
Chapter 1: Extraordinary Customer Satisfaction: The Facts andthe Promise.
Chapter 2: Eighteen Commandments for Well-Managed CustomerSatisfaction Programs.
Chapter 3: What the Customer Really Wants.
Chapter 4: Measurement Tools That Work.
Chapter 5: Calculating the Cost of Dissatisfied Customers.
Chapter 6: How to Win and Retain Customer Loyalty.
Chapter 7: The Irrational Nature of Customer Satisfaction:Sweating the Small Stuff.
Chapter 8: Building the Customer Satisfaction Team.
Chapter 9: Designing Your Customer Service Strategy.
Chapter 10: Prescriptions for Sustaining Top CustomerSatisfaction Ratings.
Recommended Readings.
Index.
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