Achieving Service Excellence: Strategies for Healthcare

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Health Administration Press, Jan 1, 2002 - Social Science - 422 pages
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Annotation Combining real-world examples with recent research on service management, this guide presents information for executives and managers who want to implement a customer-focused service strategy and improve their customer service efforts. The book cites examples of how the best customer service organizations perform, and identifies how they measure and deliver an experience that exceeds customer expectations. The three main components of strategy, staff, and systems are examined. Fottler is director of Programs in Health Services Administration in the College of Health and Public Affairs at the University of Central Florida. Annotation c. Book News, Inc., Portland, OR (booknews.com).

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Contents

The Customer As Guest
23
Meeting Customer Expectations Through Planning
49
Creating a Healing Environment
73
Copyright

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About the author (2002)

Myron D. Fottler is Professor of Health Care Administration and Executive Director of Programs in Health Care Administration at the University of Central Florida in Orlando, Florida. Previously, he served as Professor and Director of the Ph.D. Program in Administration-Health Services at the University of Alabama at Birmingham. He received his M.B.A. from Boston University and his Ph.D. in Business from Columbia University. His research interests include all areas of health services administration as well as stakeholder management, strategic human resources management, job design, and the impact of organizational restructuring. Dr. Fottler has served on a number of editorial review boards and currently serves on the editorial boards for Medical Care Research and Review and the Health Care Management Review. He is the founding and continuing co-editor of Advances in Health Care Management, an annual research volume. He has written 20 books, including numerous recent books focused on HR and strategic thinking for the healthcare industry. He has also written 140 journal articles and his research has won awards from the American College of Healthcare Executives, the American Association of Medical Administrators, and the Healthcare Management Division of the Academy of Management. He is a former Chair of the Heathcare Management Division of the Academy of Management and the Doctoral Education Faculty Forum of the Association of University Programs in Health Administration. His biography has been listed in numerous biographical publications, including International Dictionary of Business and Management Scholars, and Dictionary of American Scholars.

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