Reference no: EM132611657
Discussion: Your initial discussion thread is due and you have to respond to your classmates. Your grade will reflect both the quality of your initial post and the depth of your responses.
Guestology
In this week's reading, we learned about the challenges of providing service excellence in healthcare. For your assigned service experience components (service product, service setting, and service delivery system):
Choose a specific service and answer the four following questions:
1. What options do healthcare organizations have if they wish to enhance the value it provides to their customers?
2. What specific customer service data might be used to assess customer service in your assigned service component?
3. For your selected service, what would be explicit examples of service quality characteristics (Responsiveness, Assurance, Empathy, Tangibles and Reliability)?
Students Whose Last Name Begins with
Total Service Component
1. A through J
2. Service Product
3. K through Q
4. Service Setting
5. R through Z
Service Delivery System
Your initial post should be 300 words and excluding the textbook, include at least two scholarly references in APA format.
Guided Response: After reading your fellow classmates posts, critique the examples of service quality characteristics (Responsiveness, Assurance, Empathy, Tangibles and Reliability) of at least two of your peers. Include a suggestion for an alternative example of service quality characteristics. Your three required posts must be on three different days of the week.
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