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Customer Satisfaction (CS)
C/M/1950. Service delivery in health care: marketing perspective
- WORDS:
- 2650
- DATE:
- 2011
- PRICE:
- 29.99 GBP
The paper addresses the issues of service delivery within the health care industry from a marketing perspective looking at the strategies that target at customer satisfaction and loyalty, and discussing goals and policies practiced by the Health Maintenance Organization (HMO) and other health care organisations to attract customers. Gaps between management perceptions and customer expectations of the service quality are identified.
KEYWORDS: Service delivery, health care, customer satisfaction, customer loyalty,
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