MARC Record from marc_columbia

LEADER: 07094cam a2200997Ii 4500
001 4239375
005 20221111172837.0
006 m o d
007 cr cn|||||||||
008 021021t20022002ilua ob 000 0 eng d
035 $a(OCoLC)ocm50816609
035 $a(NNC)4239375
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020 $a0585426392$q(electronic bk.)
020 $a9780585426396$q(electronic bk.)
020 $a1567931901$q(alk. paper)
020 $a9781567931907$q(alk. paper)
035 $a(OCoLC)50816609$z(OCoLC)243599233$z(OCoLC)690384744$z(OCoLC)961659227$z(OCoLC)962701992$z(OCoLC)971055945$z(OCoLC)971458415$z(OCoLC)992069141$z(OCoLC)995775742$z(OCoLC)1020521125$z(OCoLC)1053017535$z(OCoLC)1060196032$z(OCoLC)1081054778$z(OCoLC)1105877848$z(OCoLC)1119038673$z(OCoLC)1125464078$z(OCoLC)1136184988$z(OCoLC)1164832847$z(OCoLC)1194826314
042 $adlr
050 4 $aR727$b.F684 2002eb
060 4 $a2002 N-448
060 4 $aW 84.1$bF761a 2002
072 7 $aMED$x002000$2bisacsh
072 7 $aMED$x095000$2bisacsh
082 04 $a362.1/068$221
049 $aZCUA
100 1 $aFottler, Myron D.,$eauthor.
245 10 $aAchieving service excellence :$bstrategies for healthcare /$cMyron D. Fottler, Robert C. Ford, Cherrill P. Heaton.
264 1 $aChicago, IL :$bHealth Administration Press,$c[2002]
264 4 $c©2002
300 $a1 online resource (xxiii, 422 pages) :$billustrations.
336 $atext$btxt$2rdacontent
337 $acomputer$bc$2rdamedia
338 $aonline resource$bcr$2rdacarrier
347 $adata file$2rda
490 1 $aACHE management series
504 $aIncludes bibliographical references.
505 00 $tThe Principles of Achieving Service Excellence --$tThe Healthcare Service Strategy --$tHealthcare and the New Consumerism --$tThe Rise of the New Customer --$tMarket Trends --$tLessons from Benchmark Organizations --$tThree Fundamental Concepts --$tThe Customer As Guest --$tWhat is Guestology? --$tThe Nature of Service --$tThe Nature of Service Products --$tThe Healthcare Experience --$tQuality, Cost, and Value --$tMeeting Customer Expectations Through Planning --$tThe Healthcare Planning Process --$tExternal Assessment --$tInternal Assessment --$tThe Service Strategy --$tThe Action Plans --$tCreating a Healing Environment --$tThe Importance of the Service Setting --$tEnvironmental Dimensions --$tThe Servicescape --$tThe Healing Environment --$tDeveloping a Culture of Customer Service --$tThe Role of Leaders in Defining and Teaching a Customer-Focused Culture --$tThe Importance of the Culture --$tBasic Elements of Culture --$tCommunicating the Culture --$tTeaching the Culture --$tChanging the Culture --$tThe Healthcare Service Staff --$tStaffing for Customer Service --$tThe Importance of Employees --$tWorker Shortage --$tService Lovers --$tSelection Process --$tRecruitment Process --$tScreening and Interviewing Applicants --$tOther Staffing Considerations --$tTraining for Customer Service --$tEmployee Training --$tElements of Training --$tDevelopment of a Training Program --$tTraining Methods --$tEmployee Development --$tMotivation and Empowerment --$tMotivating Employees --$tWork Teams --$tEmpowering Employees --$tInvolving the Patient and Family in Coproduction.
506 $3Use copy$fRestrictions unspecified$2star$5MiAaHDL
520 8 $aAnnotation$bCombining 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).
533 $aElectronic reproduction.$b[S.l.] :$cHathiTrust Digital Library,$d2010.$5MiAaHDL
538 $aMaster and use copy. Digital master created according to Benchmark for Faithful Digital Reproductions of Monographs and Serials, Version 1. Digital Library Federation, December 2002.$uhttp://purl.oclc.org/DLF/benchrepro0212$5MiAaHDL
583 1 $adigitized$c2010$hHathiTrust Digital Library$lcommitted to preserve$2pda$5MiAaHDL
588 0 $aPrint version record.
650 0 $aMedical care$xCustomer services.
650 0 $aPatient satisfaction.
650 0 $aCustomer relations.
650 7 $aMEDICAL$xAdministration.$2bisacsh
650 7 $aMEDICAL$xPractice Management & Reimbursement.$2bisacsh
650 7 $aCustomer relations.$2fast$0(OCoLC)fst00885533
650 7 $aPatient satisfaction.$2fast$0(OCoLC)fst01055027
650 7 $aMedicine.$2hilcc
650 7 $aHealth & Biological Sciences.$2hilcc
650 7 $aMedical Professional Practice.$2hilcc
650 2 $aOrganization and Administration.
650 2 $aQuality of Health Care.
650 2 $aHealth Occupations.
650 2 $aComprehensive Health Care.
650 2 $aPatient Acceptance of Health Care.
650 2 $aDelivery of Health Care.
650 2 $aHealth Care Quality, Access, and Evaluation.
650 2 $aHealth Care Evaluation Mechanisms.
650 2 $aConsumer Behavior.
650 2 $aProfessional Competence.
650 2 $aPublic Relations.
650 2 $aEducational Measurement.
650 2 $aAttitude to Health.
650 2 $aDisciplines and Occupations.
650 2 $aPatient Care Management.
650 2 $aEducation.
650 2 $aAnthropology, Education, Sociology and Social Phenomena.
650 2 $aClinical Competence.
650 2 $aPatient Satisfaction.
650 2 $aQuality Assurance, Health Care.
650 2 $aEfficiency, Organizational.
650 2 $aHealth Services Administration.
650 2 $aPrimary Health Care.
655 4 $aElectronic books.
655 0 $aElectronic books.
700 1 $aFord, Robert C.$q(Robert Clayton),$d1945-$eauthor.
700 1 $aHeaton, Cherrill P.,$eauthor.
776 08 $iPrint version:$aFottler, Myron D.$tAchieving service excellence.$dChicago, IL : Health Administration Press, ©2002$z1567931901$w(DLC) 2002068569$w(OCoLC)49711637
830 0 $aManagement series (Ann Arbor, Mich.)
856 40 $uhttp://www.columbia.edu/cgi-bin/cul/resolve?clio4239375$zAll EBSCO eBooks
852 8 $blweb$hEBOOKS