Building a Consumer-Directed Service Culture Export

@article{citeulike:731645, abstract = {With the advent of the Web, consumers have come to expect easy access to information and a personalized experience in virtually every business encounter. Health care providers who want to build a consumer-directed service culture need to focus on some key building blocks: information, technology and service. A 2005 survey of 4,300 health care consumers showed that most consumers seek out health information for themselves and on behalf of their family members; their favored medium for getting information is the Internet, and treatment decision tools that provide strategies for clinical management and possible outcomes of the various options have a direct impact on consumers' treatment decisions. Sixty percent of Americans want to receive health care services that a wired and connected health care system provides. Before they can provide good customer service, providers first must understand what customers want. A detailed discussion of these topics are presented.}, author = {Scalise, Dagmara}, citeulike-article-id = {731645}, citeulike-linkout-0 = {http://0-proquest.umi.com.library.simmons.edu:80/pqdweb?did=944920531&sid=2&Fmt=4&clientId=19053&RQT=309&VName=PQD}, comment = {Retrieved July 2 from the ABI/INFORM Global database.}, journal = {Hospitals \& Health Networks}, keywords = {customer\_service, lis404}, number = {12}, pages = {53--60}, posted-at = {2006-07-03 03:16:44}, priority = {2}, title = {Building a Consumer-Directed Service Culture}, url = {http://0-proquest.umi.com.library.simmons.edu:80/pqdweb?did=944920531&sid=2&Fmt=4&clientId=19053&RQT=309&VName=PQD}, volume = {79}, year = {2005} }

TY - JOUR ID - citeulike:731645 L3 - citeulike-article-id:731645 N2 - With the advent of the Web, consumers have come to expect easy access to information and a personalized experience in virtually every business encounter. Health care providers who want to build a consumer-directed service culture need to focus on some key building blocks: information, technology and service. A 2005 survey of 4,300 health care consumers showed that most consumers seek out health information for themselves and on behalf of their family members; their favored medium for getting information is the Internet, and treatment decision tools that provide strategies for clinical management and possible outcomes of the various options have a direct impact on consumers' treatment decisions. Sixty percent of Americans want to receive health care services that a wired and connected health care system provides. Before they can provide good customer service, providers first must understand what customers want. A detailed discussion of these topics are presented. IS - 12 JF - Hospitals & Health Networks EP - 60 TI - Building a Consumer-Directed Service Culture VL - 79 SP - 53 KW - customer_service KW - lis404 N1 - Retrieved July 2 from the ABI/INFORM Global database. AU - Scalise, Dagmara PY - 2005/// UR - http://0-proquest.umi.com.library.simmons.edu:80/pqdweb?did=944920531&sid=2&Fmt=4&clientId=19053&RQT=309&VName=PQD ER -