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PubMed · 16749294

Laying the cornerstone: an employee-driven customer service program.

Stephen M Davis·Ann S Chinnis·J Erin Dunmire
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Abstract

In the 21st-century healthcare environment, customer service remains critical to the fiscal viability of healthcare organizations. Continued competition for patients and diminishing reimbursements have necessitated the establishment of customer service programs to attract patients and retain outstanding employees. These programs should increase quality experiences for both internal customers (employees) and external customers (patients). This article describes a unique employee-driven customer service initiative titled Serving Together Achieving Results. Obstacles to implementing a customer service program in a multifaceted academic setting are highlighted, and the use of a novel tool, Q technique, to prioritize employee feedback is discussed.

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Consumer BehaviorHospitals, UniversityOrganizational Case StudiesOrganizational CulturePersonnel, HospitalProfessional RoleProgram DevelopmentWest VirginiaJournal Article

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BibTeXRIS

Stephen M Davis, Ann S Chinnis, J Erin Dunmire. Laying the cornerstone: an employee-driven customer service program.. https://doi.org/10.1111/j.1945-1474.2006.tb00597.x

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