HCA409

Textbook

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• Read Chapter 5: Creating Value by Listening. This chapter (pp. 148-171) emphasizes the critical nature of the service encounter, the importance of listening, and the value of word-of-mouth (WOM) in shaping customer experiences. 
• Read Chapter 6: How Caregivers Create Value. This chapter (pp. 172-190) explores the distinctions among team types, the benefits of teamwork in healthcare, traits of effective teams, and the obstacles to forming successful teams in the healthcare sector.