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It's all about the service.

Publication: Healthcare Strategic Management
Publication Date: 01-NOV-07
Format: Online
Delivery: Immediate Online Access
Full Article Title: It's all about the service.(Worth reading)

Article Excerpt
As chair and CEO of Loews Hotels, Jonathan Tisch understands the importance of customer satisfaction. His recent book, Chocolates on the Pillow Aren't Enough: Reinventing the Customer Experience, stresses the importance of making the customer experience memorable--even in healthcare, where often the only experiences patients remember are the bad ones.

On the similarities of healthcare and hospitality: It's about taking care of individuals who...

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