Your course textbook can be accessed via the DART eBook link in the Getting Started module.
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.
Healthcare Marketing: Strategies for Creating Value in the Patient Experience by Barbara Ross Wooldridge and Kerri M. Camp
ISBN: 9781516514267
Publication Date: 2019
Wooldridge, B. R., & Camp, K. M. (2019). Healthcare marketing: Strategies for creating value in the patient experience. Cognella.
Healthcare Marketing: Strategies for Creating Value in the Patient Experience by