Hospital service recovery.
An organization's ability to correct service errors is an important factor in achieving success in today's service economy. This paper examines service recovery in hospitals in the U.S. First is a general review of service recovery theories. Next is a discussion of specific service issues related to the hospital environment. The literature on service recovery is used to make specific recommendations to hospitals for ways to improve their ability to remedy service errors when they occur. Suggestions for future research in the field of service recovery are also made.
Gutbezahl
Cary
C
Tri-Vista Health Care Group, Cincinnati, OH, USA.
Haan
Perry
P
D017598:Efficiency, Organizational; D006739:Hospital Administration; D015285:Hospital-Patient Relations; D014481:United States