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The Consumer's Customer Service Pers...

Walden University., Applied Management and Decision Sciences.

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The Consumer's Customer Service Perspective of the Skilled Nursing Industry.

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
正題名/作者:	The Consumer's Customer Service Perspective of the Skilled Nursing Industry./
作者:	Elassad, Carol Webb.
面頁冊數:	362 p.
附註:	Source: Dissertation Abstracts International, Volume: 74-07(E), Section: A.
Contained By:	Dissertation Abstracts International74-07A(E).
標題:	Business Administration, Management. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=3557378
ISBN:	9781303004797

The Consumer's Customer Service Perspective of the Skilled Nursing Industry.
Elassad, Carol Webb.

The Consumer's Customer Service Perspective of the Skilled Nursing Industry. - 362 p.

Source: Dissertation Abstracts International, Volume: 74-07(E), Section: A.

Thesis (Ph.D.)--Walden University, 2013.

This research was a phenomenology study of customer service from the short-term, skilled nursing rehabilitation consumer's perspective and was conducted to fill the gap in scholarly literature. The theoretical framework for this qualitative study was Selznick's symbolic-interpretive theory of social and institutional development. This study included individual interviews with 10 former skilled nursing admitted customers and a focus group of 6 family members and friends of those customers. Additionally, residents and family members responded to questionnaires developed by the Agency for Healthcare Research and Quality (AHRQ). Analysis of the personal stories of former customers of skilled nursing facilities was reported through narrative and Creswell's phenomenological template, and subsequently analyzed using the customer service values identified in the literature. Customer recommendations included better staffing; private rooms; respect for patients' daily routines; separation of long-term care residents from the skilled nursing care residents; more registered nurses, nurse practitioners, or physicians in the facility; improved skill set and professionalism of staff, and improved smells in the facility. Positive social change from this study will stem from the identification of specific customer service values; this identification will improve the short-term, skilled nursing rehabilitation environment. Furthermore, applying what is learned may also result in (a) decreased Medicare costs by closing the revolving door between post-acute and acute care with patients choosing to complete rehabilitation and (b) increased consumer satisfaction with the skilled nursing facility experience.

ISBN: 9781303004797Subjects--Topical Terms:

626628
Business Administration, Management.

The Consumer's Customer Service Perspective of the Skilled Nursing Industry.
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