| 000 | 01719nam a2200301 a 4500 | ||
|---|---|---|---|
| 003 | IE-CoMTU | ||
| 005 | 20221109120801.0 | ||
| 008 | 1999 | ||
| 020 | _a0787943924 | ||
| 029 | _aT30756 | ||
| 082 | 0 | 4 | _a362.1068 |
| 100 | 1 |
_aSherman, Stephanie G. _924074 |
|
| 245 | 1 | 0 |
_aTotal customer satisfaction : _ba comprehensive approach for health care providers / _cStephanie G. Sherman and V. Clayton Sherman. |
| 260 |
_aSan Francisco : _bJossey Bass Inc, _c1999. |
||
| 300 |
_axviii, 376 p. : _bill. ; _c24 cm. + _epbk. |
||
| 504 | _aIncludes bibliographical references (pages 357-358) and index. | ||
| 505 | 0 | _aExtraordinary customer satisfaction: the facts and the promise -- Eighteen commandments for well-managed customer satisfaction programs -- What the customer really wants -- Measurement tools that work -- Calculating the cost of dissatisfied customers -- How to win and retain customer loyalty -- The irrational nature of customer satisfaction: Sweating the small stuff -- Building the customer satisfaction team -- Designing your customer service strategy -- Prescriptions for sustaining top customer satisfaction ratings. | |
| 650 | 0 |
_aHealth services administration. _938066 |
|
| 650 | 0 |
_aConsumer satisfaction. _935795 |
|
| 650 | 0 |
_aPatient satisfaction. _940838 |
|
| 650 | 0 |
_aMedical care _xQuality control. _939708 |
|
| 700 | 1 |
_aSherman, V. Clayton. _916212 |
|
| 907 |
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| 961 |
_cusd58.00 _f00020001 Wrixon, Mary. _lc _md305 |
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