Top Management's Perceptions of Service Excellence and Hospitality: The Case of Dr. P. Phillips Hospital

Top Management's Perceptions of Service Excellence and Hospitality: The Case of Dr. P. Phillips Hospital

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The research provided implications to healthcare organizations that are looking to implement practices of hospitality and service management to improve service delivery. Additionally, the study of hospitality outside the industry offers ideas of improvement for hospitality management and organizational researchers. It can also be used as a foundation to formulate additional studies in the area of service excellence and hospitality within the healthcare field, as this research is limited to only top management's views.Managing up allows leaders to focus more on the organization rather than personal agendas. ... Fottler, Dickson, Ford, Bradley, and Johnson (2006) also suggested connecting with staff to investigate potential problems in service deliveryanbsp;...


Title:Top Management's Perceptions of Service Excellence and Hospitality: The Case of Dr. P. Phillips Hospital
Author:Taryn Haley Aiello
Publisher:ProQuest - 2008
ISBN-13:

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