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In United States healthcare, service excellence is the ability of the provider to consistently meet and manage patient expectations. Clinical excellence must be the priority for any health care system. [1] However, the best healthcare systems combine professional (clinical) service excellence with outstanding personal service.
Fraud management comprises a whole range of activities, including early warning systems, signs and patterns of different types of fraud, profiles of users and their activities, security of computers and avoiding customer dissatisfaction. There are a number of issues that make the development of fraud management systems an extremely difficult ...
Customer advocates are facilitators between customers and the company. They are trained in cross-functional roles and empowered to provide customers with assistance in all areas of the business. [1] The role of the customer advocate is three-fold: To be the main contact for the customer in handling a question or problem, and to keep the ...
A device that is within a customer's network and not directly connected to the service provider's network. C devices are not aware of the VPN. Customer edge device (CE) A device at the edge of the customer's network which provides access to the PPVPN. Sometimes it is just a demarcation point between provider and customer responsibility.
We're all familiar with the old saying "the customer is always right." While that well-worn adage may make good business sense to your boss and those in the customer service department, it's often ...
A community of practice ( CoP) is a group of people who "share a concern or a passion for something they do and learn how to do it better as they interact regularly". [1] The concept was first proposed by cognitive anthropologist Jean Lave and educational theorist Etienne Wenger in their 1991 book Situated Learning ( Lave & Wenger 1991 ).
Consumer behaviour is the study of individuals, groups, or organisations and all the activities associated with the purchase, use and disposal of goods and services. Consumer behaviour consists of how the consumer 's emotions, attitudes, and preferences affect buying behaviour. Consumer behaviour emerged in the 1940–1950s as a distinct sub ...
Service quality. Service quality ( SQ ), in its contemporary conceptualisation, is a comparison of perceived expectations (E) of a service with perceived performance (P), giving rise to the equation SQ = P − E. [1] This conceptualistion of service quality has its origins in the expectancy-disconfirmation paradigm. [2]