Urgent message: Patients are the ultimate judges of the quality of care you provide, and the opinions are likely to be swayed by factors that have little to do with your clinical expertise or skill. Alan A. Ayers, MBA, MAcc Service industries – from retail stores to restaurants, hotels, and even banks – have embraced the customer’s point of view by meshing contemporary design, cutting-edge technology, and process engineering to develop services that are increasingly …
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