Health care has become one of India's fastest growing sectors in the past decade. A multitude of private players have entered this market, combining to offer high-quality health care and service in world-class hospitals and nursing homes all over India. It has been recognised that a professional approach to hospital administration and better resource allocation will go a long way to ensure both quality and cost-effectiveness in health care in India. The second edition of this successful book contains a well-planned collection of writings on modern hospital management. Revised and updated, it also contains two new chapters that discuss and highlight new developments in this field. The book spans a wide range of issues in modern hospital management, and provides all the necessary knowledge required to set up and run a modern-day hospital efficiently and as an economically viable business. The book also looks at " Customer experience management " Computer-aided diagnosis " Waste management " Financial management " Maintaining medical records " Medical audits " Managing human resources

Customer Experience Management—A Marketing Initiative

Customer experience management—A marketing initiative
Pooja ElizabethGeorge

New Perspectives

The new view of marketing is that it is the science and art of finding, retaining and growing profitable customers (Kotler and Armstrong 2005). Customers are groups or individuals who have a business relationship with the organisation, those who receive and use or are directly affected by the products and services of the organisation. In the literature on quality management, customer and supplier are treated as ‘internal to the organisation’ and ‘external to the organisation’. The customer and supplier external to the organisation are the direct recipients of products and services, generally in exchange to a price and these are the ones commonly known to the public without the suffix. However, the customer and ...

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