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The Value of Patient Care in the New Economy

Author

Listed:
  • Darlene R. Desir
  • Nile M. Khanfar
  • Catherine Harrington
  • David Loudon

Abstract

Delivering superior customer service is as important as delivering superior patient care. To survive in this economy, organizations need to differentiate themselves from their competitors. They need to have customer feedback in order to implement the strategies needed to increase organizational performance level, profits and revenues. The purpose of this case is not about the layoffs that took place in one of the best places to work, but more about the reasons why the organization had to make such decisions. We will evaluate the marketing strategies, management processes and organizational goals, to determine how customer service can literally cause a leading organization to be at its worst.

Suggested Citation

  • Darlene R. Desir & Nile M. Khanfar & Catherine Harrington & David Loudon, 2011. "The Value of Patient Care in the New Economy," Journal of Management and Strategy, Journal of Management and Strategy, Sciedu Press, vol. 2(2), pages 23-27, June.
    • Handle: RePEc:jfr:jms111:v:2:y:2011:i:2:p:23-27
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