Please use this identifier to cite or link to this item: https://doi.org/10.21256/zhaw-22171
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dc.contributor.authorGerber, Nicole-
dc.date.accessioned2021-03-26T14:37:41Z-
dc.date.available2021-03-26T14:37:41Z-
dc.date.issued2021-03-
dc.identifier.issn1662-985Xde_CH
dc.identifier.urihttps://www.zhaw.ch/de/lsfm/forschung/facility-management/working-papers/de_CH
dc.identifier.urihttps://digitalcollection.zhaw.ch/handle/11475/22171-
dc.descriptionTranslation of the German original (https://doi.org/10.21256/zhaw-20160).de_CH
dc.description.abstractThis working paper proposes a discussion as to when people who (have to) receive treatment in a healthcare organisation take the role of a patient and when that of a customer. By making this distinction, it becomes possible to specifically differentiate the provision of services as well as their assessment. This lays the foundation for a common understanding. There is hope that in this way, or more properly, through collaboration, a meaningful contribution can be made to the holistic recovery of people – by the provision of both medical and non-medical services. To be truly effective, it is important that all those involved from different professions with their different perspectives are willing to engage in dialogue and prepared for continual further development.de_CH
dc.format.extent8de_CH
dc.language.isoende_CH
dc.publisherZHAW Zürcher Hochschule für Angewandte Wissenschaftende_CH
dc.rightsLicence according to publishing contractde_CH
dc.subjectCustomer vs. patientde_CH
dc.subjectPatient-customer journeyde_CH
dc.subjectPrinciple of service provisionde_CH
dc.subjectPatient-customer satisfactionde_CH
dc.subject.ddc658.2: Facility Managementde_CH
dc.titlePatient or customer-centred service provision? : both – it depends!de_CH
dc.typeWorking Paper – Gutachten – Studiede_CH
dcterms.typeTextde_CH
zhaw.departementLife Sciences und Facility Managementde_CH
zhaw.organisationalunitInstitut für Facility Management (IFM)de_CH
zhaw.publisher.placeWädenswilde_CH
dc.identifier.doi10.21256/zhaw-22171-
zhaw.funding.euNode_CH
zhaw.originated.zhawYesde_CH
zhaw.webfeedHealth Research Hub (LSFM)de_CH
zhaw.webfeedHospitality Managementde_CH
zhaw.author.additionalNode_CH
zhaw.display.portraitYesde_CH
Appears in collections:Publikationen Life Sciences und Facility Management

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