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Implementing Service Guidelines to Enhance Customer Experience in Health Care Sector
(2023)
teorioista, jota täydentävät palveluiden markkinointi ja lupaukset, asiakkaan odotukset ja kokemus saadusta palvelusta. Odotuksen ja saadun palvelun eroa kuvataan Gaps mallin kautta (Zeithaml, Parasuraman, Berry 1985). Lisäksi teoriaosaan kuuluu...
culture. The literature on organizational change and management of change process describes the way to carry out organizational change. In the empirical part of this thesis the organizational change is about implementation of service guidelines...
culture. The literature on organizational change and management of change process describes the way to carry out organizational change. In the empirical part of this thesis the organizational change is about implementation of service guidelines...