Nurses' Perceptions: Role in Service Quality and Customer Satisfaction
Language: English
Published by SPS Jun 2016, 2016
- Softcover
- New
Seller: BuchWeltWeit Ludwig Meier e.K., Bergisch Gladbach, GermanyBuchWeltWeit Ludwig Meier e.K.
AbeBooks seller since January 11, 2012
Condition: New
£ 70.55
Quantity: 2 available
Add to basketItem description from seller
This item is printed on demand - it takes 3-4 days longer - Neuware -Front-line employees play an essential role in service quality and customer satisfaction; customers' experiences and perceptions of the service they received are formed by their interactions with these employees. The purpose of this qualitative, phenomenological study was to explore registered nurses' perceptions of their role in service quality and customer satisfaction. The findings of the study suggested that most of the registered nurses perceived that they played an essential role in service quality and customer satisfaction and confirmed that there was no set way of satisfying customers. Seven themes emerged from the data: providing efficient, effective, customer-focused care; importance of communication; importance of collaboration; importance of support of leadership; discrepancies with customer satisfaction scores; importance of customer satisfaction scores to organization's success; and effects of staffing on customer satisfaction. The results of the study indicated that efforts should focus on individualizing the needs of customers. Service quality and customer satisfaction affect the bottomline of businesses. Read and learn more! 172 pp. Englisch.…
Seller Inventory # 9783659839290
- Title
- Nurses' Perceptions: Role in Service Quality and Customer Satisfaction
- Author
- Vivienne M. Martin
- Publisher
- SPS Jun 2016
- Publication year
- 2016
- Condition
- Neu
- Binding
- Taschenbuch
- Language
- English
- ISBN 10
- 3659839299
- ISBN 13
- 9783659839290
- Item weight
- 274 grams
- Dimensions
- 220x150x11 mm
"Synopsis" may belong to another edition of this title.
About the Author
"About the title" may belong to another edition of this title.
BuchWeltWeit Ludwig Meier e.K.
Bergisch Gladbach, Germany
AbeBooks seller since January 11, 2012
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| Item | 5 to 15 business days | 5 to 15 business days |
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BuchWeltWeit Ludwig Meier e.K.
Germany
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